W063--Vocera Premier Plus Support Services

1. This is a combined synopsis/solicitation for commercial services/items prepared in accordance with the format in FAR Subpart 12.6 in conjunction with FAR Part 13, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested, and a separate written solicitation will not be issued. 1.a. Project Title: Vocera Premier Plus Support Services 1.b. Description: VA Greater Los Angeles Healthcare System located at 11301 Wilshire Blvd; Los Angeles CA 90073 is seeking a contractor to provide VOCERA Premier Plus Support 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 by end users on a routine basis and continually monitored by the VAGLA Chief Nurse, Nursing Operations (Program Manager) and Contracting Officer Representative / VOCERA Coordinator. . DELIVERY SCHEDULE. The delivery schedule format is as follows: SOW Task# Deliverable Title Format Number Calendar Days After CO Start Base Year: 4-1-2026-3-31-2027 1 Vocera Premier Plus Support Services Online 12 months 0 PERIOD OF PERFORMANCE. The period of performance will be for one year Duty hours will be 8am 4pm. Vendor must be available to work nights as follows: 4:00 PM through 8:00 AM. Paid Holidays in accordance with VAGLAHS operating calendar Paid leave included up to 20 days of combined sick, bereavement, vacation and training time. Back up support services will be provided during paid holidays in accordance with VAGLAHS operating Calendar and leave. Vocera will ensure continuity of on-site services with a substitute resource in case of an absence lasting more than ten (10) consecutive business days. Telework is not approved. New Year s Day January 01 Martin Luther King s Birthday Third Monday in January President s Day Third Monday in February Memorial Day Last Monday in May Juneteenth June 19 Independence Day July 04 Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day November 11 Thanksgiving Day Fourth Thursday in November Christmas Day December 25 CONTRACTOR EMPLOYEES The Contractor shall not employ persons for work on this contract if such employee is identified to the Contractor as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population. Contract Personnel shall be subject to the same quality assurance standards or exceed current recognized national standards as established by the Joint Commission (JC). Badge. Contractor shall obtain a Contractor I.D Badge from the VA Police. All Contractor personnel are required to wear I.D Badge during the entire time on VA facility. The I.D Badge MUST have an identification picture and shall state the name of the individual and the company represented. PARKING: It is the responsibility of the contract personnel to park in the appropriate designated parking areas. Parking information is available from VA Police & Security Service Office. The Contractor assumes full responsibility for any parking violations. Smoking is strictly prohibited on the grounds of any VHA facility. Per VHA Directive 1085 dated March 5, 2019, it is VHA policy that all VHA health care facilities, including hospitals, community clinics, administrative offices, and Vet Centers, will be smoke-free for patients, visitors, contractors, volunteers, and vendors effective October 1, 2019. There will no longer be designated smoking areas. INSURANCE COVERAGE a. The Contractor agrees to procure and maintain, while the contract is in effect, Workers Compensation and Employee s Public Liability Insurance in accordance with Federal and State of California laws. The Contractor shall be responsible for all damage to property, which may be done by him, or any employee engaged in the performance of this contract. b. The Government shall be held liable for any or all loss, cost, damage, claim expense or liability whatsoever, because of accident or injury to persons or property of others occurring in the performance of this contract. c. Before commencing work under this contract, the Contracting Officer shall require the Contractor to furnish certification from his/her insurance company indicating that the coverage specified by FAR 52.228-5 and per FAR Subpart 28.307-2 has been obtained and that it may not be changed or canceled without guaranteed thirty (30) day notice to the Contracting Officer. d. The Contractor shall furnish to the Contracting Officer within fifteen (15) days of award an Official Certification from the insurance company indicating that the coverage has been obtained and that it may not be changed or cancelled without guaranteed thirty (30) day notice to the Contracting Officer. New certifications shall be furnished at least thirty (30) days prior to the expiration date of the current insurance policy. The phrase will endeavor is not acceptable terms to the Government and such coverage carrying that phrase will be rejected and services may not be rendered until proper certificate is issued. e. SUPPLEMENTAL INSURANCE REQUIREMENTS In accordance with FAR 28.307-2 and FAR 52.228-5, the following minimum coverage shall apply to this contract: (a) Workers' compensation and employer s liability: Contractors are required to comply with applicable Federal and State workers' compensation and occupational disease statutes. If occupational diseases are not compensable under those statutes, they shall be covered under the employer's liability section of the insurance policy, except when contract operations are so commingled with a Contractor's commercial operations that it would not be practical to require this coverage. Employer's liability coverage of at least $100,000 is required, except in States with exclusive or monopolistic funds that do not permit workers' compensation to be written by private carriers. (b) General Liability: $500,000.00 per occurrence. (c) Automobile liability: $200,000.00 per person; $500,000.00 per occurrence and $20,000.00 property damage. (d) The successful bidder must present to the Contracting Officer, prior to the award, evidence of general liability insurance without any exclusionary clauses for asbestos that would void the general liability coverage. E.1 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES GENERAL INSTRUCTIONS TO OFFERORS: Submit written offers in accordance with the following instructions, as well as Addendum to FAR 52.212-1, Instruction to Offerors. Oral offers will not be accepted. Complete and submit enclosure 1 via email no later than 10am PST Tuesday, February 13th, 2026, to ositadima.ndubizu@va.gov. Ensure the following are completed and/or included in the quote packet: Vendor Information with UEI number (Company info and quote should be on Enclosure 1 form pg. 1) Acknowledgement of amendments (Enclosure 1 form pg. 1) Concurrence/non-concurrence with solicitation terms, conditions, and provisions (Enclosure 1 form pg. 1) Schedule of services (Enclosure 1 form pg. 2) FAR 52.212-3, Offeror Representations and Certifications -- Commercial Products and Commercial Services (Enclosure 1 form pg. 4) VAAR 852.219-75, VA Notice of Limitations on Subcontracting - Certificate of Compliance for Services and Construction (Enclosure 1 form pg. 2) Company info and quote should be on the attached Enclosure 1 form. All other forms of offer will not be accepted. Your enclosure form, capabilities statement/experience and any certifications/Training should be sent in one email on separate email attachments, or it will not be accepted. SPECIAL STANDARDS OF RESPONSIBILITY To assist the contracting officer in determining if the special standards of responsibility applicable to this procurement are met, offerors are asked to provide the following information with their [offers]. Failure to include this information could result in a contracting officer s determination that an otherwise successful offeror is not eligible for the contract award.  SP1: Specialized Experience. Offeror must be an authorized service provider for Vocera Equipment and is able to perform services in accordance with Statement of Work. The offeror must produce documentation from Vocera attesting to their status as an approved service provider. If Offeror intends to satisfy this requirement through use of a proposed subcontractor(s), Offeror must provide this information for each proposed subcontractor and Offeror must identify what work will be performed by each proposed subcontractor and what work will be performed by Offeror. (End of provision) ADDENDUM to 52.212-2 Evaluation Commercial Products and Commercial Services (NOV 2021) (a) Basis of Award. This procurement is being conducted pursuant to FAR Part [13] procedures. The Government intends to award a contract resulting from this solicitation to the responsible offeror whose [offer], conforming to the solicitation, [offers] the lowest price, whose [offered] price does not exceed the amount of funding available for the procurement, and whose [offered] price is found to be reasonable. Price alone is the sole evaluation factor. In addition to the general standards of responsibility found at FAR § 9.104-1, in accordance with FAR § 9.104-2, the special standards of responsibility described below apply to this procurement. Offerors who fail to meet any special standard of responsibility will not be eligible to receive a contract award.  (b) Evaluation Process. Quotes will be evaluated in the following manner. The lowest-priced quote will be identified. The lowest-priced quote will be evaluated to determine if the quoted price exceeds the amount of funding available for the procurement. If the quoted price does not exceed the amount of funding available for the procurement, the quoted price will be evaluated to determine if it is reasonable. If the quoted price is found to be reasonable, the offeror who submitted this quote will be identified as the successful offeror. The contracting officer will then determine if the successful offeror is responsible using the general standards of responsibility and the special standards of responsibility applicable to this procurement. If a contract award cannot be made to the successful offeror, the contracting officer will evaluate the next lowest-priced quote following the procedures described above. This process will continue until a contract award can be made, or the contracting officer determines that no contract award can be made. The contracting officer may find all quotes not acceptable and cancel the solicitation if the lowest-priced quote exceeds the amount of funding available for the procurement. The contracting officer may likewise find a quote under evaluation, as well as all remaining quotes, not acceptable and cancel the solicitation if the quote currently under evaluation exceeds the amount of funding available for the procurement. The Government intends to evaluate quotes and award a contract without discussions with offerors. However, the Government reserves the right to conduct discussions at any time if determined by the contracting officer to be in the Government s interest.   (c) Options. The Government will evaluate [offers / quotes] for award purposes by adding the total price for all options to the total price for the basic requirement. The Government may determine that an [offer] is unacceptable if the option prices are significantly unbalanced or if the [offered] price for the basic requirement or any option exceeds the amount of funding available for any of those requirements. Evaluation of options should not oblige the Government to exercise the option(s).   (d) A written notice of award or acceptance of an offer, mailed or otherwise furnished to the successful offeror within the time for acceptance specified in the offer, shall result in a binding contract without further action by either party. Before the offer s specified expiration time, the Government may accept an offer (or part of an offer), whether or not there are negotiations after its receipt, unless a written notice of withdrawal is received before the award.  (End of provision) The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2025-04, dated 6/11/2025. Full versions of the following provisions and clauses for this solicitation can be found in enclosure 2. 3.a. FAR 52.212-1, Instructions to Offerors Commercial Items 3.b. FAR 52.212-…