VA RFI: Workforce Monitoring Application

Notice ID: 36C10B21Q0078

In Fiscal Year 2013, VA deployed two Pega solutions in the form of Pega Customer Relationship Manager (CRM) and Business Processing Management (BPM), which provides the Department of Veterans Affairs (VA) Financial Service Center (FSC) with managing the help desk and processing of invoices and claims at the FSC.  VA FSC has identified a need for a solution to monitor and optimize the performance of Pega applications in use at the FSC that handle all of the VA Choice Claims throughout all VA regional hospitals.  This tool shall provide VA with a singular integrative performance monitoring capability that will allow the FSC to ensure that the BPM and CRM software is effectively communicating and that there are no issues in the code or corruptions that are causing claims or invoices to fail to be processed, as well as provide optimization of the deployed Pega CRM and BPM software solutions, to ensure that call center integrations and automated processing of health care claims provide acceleration of payment to the Veteran.

The Contractor shall provide a commercial off the shelf (COTS) software as a service (SaaS) solution and associated subscription licenses for a workforce monitoring application.  The contractor shall provide technical support services in order to obtain FedRAMP Moderate Compliance, as well as VA Authority to Operate (ATO) for the proposed solution.  In addition, the Contractor shall provide maintenance and technical support services in accordance with the service level agreement (SLA) as part of the SaaS subscriptions. Further, the Contractor shall provide deployment support.

The Contractor shall provide COTS SaaS solution for a workforce monitoring application, which shall include cloud and maintenance support service.  The solution shall provide the following capabilities:

1. Provide identification of business process automation opportunities with quantifiable ROI
2. Measure and report time spent in non-value added tasks
3. Identify duplicate work
4. Application / screens targeted for optimization using application data
5. AutoDetect target areas for process improvement
6. Quantify business value of improvement efforts
7. Measure the following user metrics;
   1. In Focus Duration
   2. Mouse Clicks
   3. Keystrokes
   4. Cut/Copy/Paste Count and Timestamps
   5. Error Key Presses
   6. Scroll Count
   7. Wait Time
8. Determine utilization of applications
9. Determine impacts of application wait times on production goals
10. Increase knowledge of employee’s experience of the VA’s technology
11. Visibility for IT organizations to understand how technology is being used, how much it is used and how it performs…

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