DICOM RIMAGE Maintenance

THIS IS A SOURCES SOUGHT NOTICE ONLY. This is not a solicitation for bids, proposals, proposal abstracts, or quotations. The purpose of this Sources Sought Notice is to obtain information regarding the availability and capability of all qualified sources to perform a potential requirement. The responses received from interested contractors will assist the Government in determining the appropriate acquisition method. The Department of Veterans Affairs (VA), Network Contracting Office (NCO) 20, is conducting market research to identify potential sources which can provide the following in support of the VAMC American Lakes and VAMC Seattle: VAMC American Lakes and VAMC Seattle has a need for Support and Maintenance for CD/DVD Burners Installed at VAMC Locations. Statement of Work (SOW) 1. Contract Title: Support and Maintenance for CD/DVD Burners Installed at VAMC Locations 2. Background: There is a need to provide ongoing support and maintenance for the CD/DVD burners installed at VAMC American Lakes and VAMC Seattle in January 2024. These systems play a critical role in supporting Electronic Medical Records (EMR) and other essential functions. As part of the agreement, the vendor will provide warranty services, technical support, troubleshooting, and ensure compliance with any required software updates and system functionality. 3. Scope: The scope of this contract is to provide comprehensive support and maintenance for the CD/DVD burners installed at VAMC American Lakes and VAMC Seattle. This includes: Technical support services, including troubleshooting and repair. Warranty services, including coordination with the manufacturer for defective parts or components. System updates and compliance with industry standards. Handling of replacements and repairs as needed. 4. Specific Tasks: A. Technical Support Services: Provide unlimited phone support from 8 AM to 4 PM PST, Monday through Friday. Troubleshoot and resolve technical issues related to the CD/DVD burners via phone support. Log all support interactions and document the resolution steps and outcomes. B. Warranty and Manufacturer Support: Facilitate warranty claims with the manufacturer for defective parts. Manage replacement requests, ensuring that parts are shipped the same day when ordered before 2 PM CT. Update the client on the status of warranty claims and part shipments. C. System Updates and Compliance: Perform regular software updates to ensure compliance with the latest security patches, functionality, and industry regulations. Ensure that all updates are tested and implemented without disruption to the system's functionality. D. Recertification and Contract Renewal: Monitor service contract expiration and communicate renewal options to the client. Provide a breakdown of any recertification fees required for contract renewal if the service contract lapses. 5. Performance Monitoring (if applicable): Performance will be monitored through monthly service reports, which will detail the following: Number of support requests and their resolution times. Status of any warranty claims. Timeliness of replacement parts shipped. Frequency and success of system updates and compliance checks. Overall system uptime and reliability. 6. Security Requirements: All support and maintenance services will be performed in accordance with VAMC's security and privacy policies. The vendor will adhere to the following security protocols: Secure transmission of data and communication. Compliance with applicable HIPAA regulations to safeguard patient and operational data. Use of secure methods to access VAMC s systems and resolve issues remotely. 7. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI): The vendor may be granted access to government-furnished equipment, software, and data necessary to perform the required services. This includes: Access to VAMC networks and systems where CD/DVD burners are installed. Provision of any relevant documentation regarding the operation and configuration of the installed burners. The vendor is required to ensure the confidentiality, integrity, and security of all GFE and GFI provided. 8. Other Pertinent Information or Special Considerations: A. Identification of Possible Follow-on Work: Should the support and maintenance contract be renewed or extended beyond the original scope, additional tasks may include: Installation of new systems or hardware. Expansion of support to other VAMC locations or additional CD/DVD burners. Advanced training for VAMC staff on new features or functionalities. B. Identification of Potential Conflicts of Interest (COI): To avoid conflicts of interest, the vendor shall agrees to disclose any potential conflicts, including any relationships with other vendors, contractors, or manufacturers that could influence the objectivity or integrity of the services provided. C. Inspection and Acceptance Criteria: Performance will be reviewed through periodic inspections to ensure the work meets the following criteria: Technical support must resolve issues within an acceptable timeframe. Replacement parts must be shipped in a timely manner with minimal downtime. All software updates and patches must be implemented correctly and without causing disruptions. 9. Risk Control: The vendor will implement risk management strategies to minimize potential risks such as: Minimizing downtime by ensuring timely dispatch of replacement parts. Maintaining up-to-date contact with manufacturers for prompt resolution of warranty claims. Ensuring all personnel handling VAMC systems are trained and comply with security and operational protocols. 10. Place of Performance: The place of performance for the support and maintenance of the CD/DVD burners will be primarily at the VAMC American Lakes and VAMC Seattle locations. Some tasks, such as troubleshooting and coordination with the manufacturer, may be conducted remotely. 11. Period of Performance: The initial contract term will last for one year with the possibility of renewal for additional terms. 12. Delivery Schedule: The support and maintenance services will be delivered according to the following schedule: Technical Support: Available during business hours (8 AM to 4 PM PST, Monday-Friday). Replacement Parts: Processed and shipped same day if the order is received by 2 PM CT. System Updates: Monthly or as needed based on software release schedules. Recertification and Renewal: Renewal notifications will be sent 30 days before the contract expiration date. Potential candidates having the capabilities necessary to provide the above stated supplies at a fair and reasonable price are invited to respond to this Sources Sought Notice via e-mail to Nazanin Kreiner at nazanin.kreiner@va.gov no later than March 10, 2026, 1:00PM Mountain Time. No telephone inquiries will be accepted. RESPONSES SHOULD INCLUDE THE FOLLOWING INFORMATION: Company name, address, SAM UEI, country where product is manufactured, and business size; point of contact name, phone number, and e-mail address; whether services are presently offered on a current GSA Federal Supply Schedule contract. NAICS Code 335999 Size Standard: 600 employees is applicable to determine business size standard. Any questions or concerns may also be directed via email to Nazanin Kreiner at nazanin.kreiner@va.gov. Disclaimer and Important Notes: This Sources Sought Notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. The Government will treat any information received as proprietary and will not share such information with other companies. Any organization responding to this Sources Sought Notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. The Government may or may not issue a solicitation as a result of this announcement. There is no solicitation available at this time.