DA10--Staff Scheduling Software Access and Support Service FY26 (VA-26-00027047)

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide comprehensive platform software services for the Pharmacy Staff Scheduling software, ensuring continuous and reliable access for users at the Dallas VA Medical Center.

• Provide 24/7/365 platform availability and unlimited technical support during standard business hours (Monday-Friday, 8:00 AM - 7:00 PM CST).

• Offer emergency-only technical support outside of standard hours for critical issues.

• Deliver comprehensive training and onboarding for new client administrators.

• Maintain an Online Help Center with up-to-date documentation, FAQs, video tutorials, and troubleshooting guides.

• Provide proactive account management, including monitoring platform usage and identifying optimization opportunities.

• Monthly Progress Reports are required, detailing system usage, availability, support activity, training updates, enhancements, and issue resolutions.

• Performance will be assessed based on Technical/Quality, Project Milestones/Schedule, Cost & Staffing, and Management, with acceptable levels of performance being "Satisfactory or higher."

• The contract will have a 12-month base period with four 12-month option periods, not to exceed 60 months total.

• Services will be performed remotely, with the primary location supported being the Dallas VA Medical Center (4500 S Lancaster Rd, Dallas, TX 75216).

• Compliance with numerous VA and federal regulations, directives, and handbooks related to IT security, privacy, data protection, and access management (e.g., NIST, FIPS, HIPAA, FISMA).

• All software and systems must comply with VA Enterprise Architecture and specific security controls, including Zero Trust principles and Identity, Credential, and Access Management (ICAM) requirements.

• Contractor personnel require appropriate background investigations and must adhere to strict security and privacy protocols.

• Deliverables must be in electronic format, with specific acceptable media listed.

• The contractor must ensure all provided software and patches are free of viruses and malware.

Amendment / Modification

This amendment provides an updated Draft Performance Work Statement (PWS) for the Pharmacy Staff Scheduling Software Access and Support Service. The updated document is labeled as "Pharmacy Staff Scheduling Software Access and Support Service Draft PWS v2" and contains revised information and updates.

• Draft Performance Work Statement (PWS)

Vendors should refer to the attached "Pharmacy Staff Scheduling Software Access and Support Service Draft PWS v2" for the most current technical requirements. The RFI submission deadline remains December 16, 2025, at 14:00 EST. Responses should be emailed to Justin Daniel (Justin.Daniel@va.gov) and Evan Schlisserman (Evan.Schlisserman@va.gov) with "Pharmacy Staff Scheduling Software Access and Support Service" in the subject line.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide comprehensive platform software services for a Pharmacy Staff Scheduling software platform, ensuring continuous and reliable access for approximately 125 users at the Dallas VA Medical Center. The goal is to support high-quality, effective, and efficient Information Technology (IT) services for patient care.

• Provide 24/7/365 continuous availability of the platform with uptime monitoring and reliability measures.

• Offer unlimited technical support during standard business hours (Monday-Friday, 8:00 a.m. to 7:00 p.m. CST) with documented response times.

• Provide emergency-only technical support outside of standard business hours.

• Deliver comprehensive onboarding and refresher training for client administrators, including user guides and training materials.

• Maintain a 24/7 accessible Online Help Center with updated documentation, FAQs, video tutorials, and self-service resources.

• Assign a dedicated account manager for proactive account management, platform optimization, and regular stakeholder check-ins.

• Host the software, manage updates, and provide technical support.

• Platform Availability: Continuous access with uptime monitoring.

• Business Hours Support: Documented response times for technical support.

• Emergency Support Response: Documented response and resolution timelines for after-hours support.

• Monthly Progress Report: Submitted by the 10th business day, detailing platform performance, uptime statistics, support activity, training sessions, and account management updates. Includes Platform Uptime Report and Support Ticket Summary.

• Training Completion Log: Records of all training sessions conducted.

• Period of Performance (PoP): One 12-month base period with four 12-month option periods (totaling up to 60 months).

• Place of Performance: Primarily remote. The primary location supported is the Dallas VA Medical Center, Dallas, TX. Work may be performed at remote locations with prior concurrence from the Contracting Officer's Representative (COR).

• Compliance with numerous VA directives, handbooks, and federal regulations related to IT security, privacy, identity management (FICAM), and accessibility (Section 508).

• Adherence to VA's Technical Reference Model (TRM) and Critical Security Controls.

• Use of VA-approved methods for remote access (e.g., Azure Virtual Desktop).

• Personnel security requirements, including background investigations and training.

• Specific requirements for software licensing, cybersecurity, and data handling.

Request for Information (RFI)

This RFI is for planning purposes to gather information regarding Pharmacy Staff Scheduling Software Access and Support Services for the Department of Veterans Affairs (VA). It is not a solicitation for bids or proposals, and no contract will be awarded based on this RFI. The government does not intend to pay for any information submitted.

• NAICS Code: 541519 - Other Computer Related Services.
• Response Deadline: December 16, 2025, 14:00 Eastern Time.
• Submission Method: Email to Justin Daniel (Justin.Daniel@va.gov) and Evan Schlisserman (Evan.Schlisserman@va.gov). Use "Pharmacy Staff Scheduling Software Access and Support Service" in the subject line.
• Page Limit: 7 pages. No marketing materials or generic capability statements are allowed.

Vendors must provide:

• Company Name, Address, Point of Contact, Phone, Fax, Email.
• Company Business Size and Status (including proof of SBA VetCert for VOSB/SDVOSBs).
• NAICS code(s), Socioeconomic data, DUNS Number.
• Existing Contractual Vehicles (GWAC, FSS, MAC).
• A summary of capability to meet the draft PWS requirements.
• Corporate experience with specific examples/references (including agency, POC, dollar value, contract number).
• Confirmation of intent and ability to meet the SDVOSB set-aside requirement (VAAR 852.219-73).
• Feedback on the sufficiency of the draft PWS for technical requirements and suggestions for improvement.

This RFI indicates a potential total set-aside for Certified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) in accordance with VAAR 852.219-73 and 13 CFR §125.6.

• This RFI will also be posted on NASA SEWP GWAC.
• Email file size limit is 5 MB. Mark responses as "Proprietary Information" if applicable.
• A draft Performance Work Statement (PWS) is attached and should be reviewed for feedback.