eCAMS Software Support (VA-26-00022935)

Background
The Department of Veterans Affairs (VA), Financial Services Center (FSC) is authorized by the Management Reform Act of 1994 to provide common administrative support services on a reimbursable basis to VA and Other Government Agencies (OGA’s). The goals include lowering overhead costs, improving service quality, creating economies of scale, eliminating redundant services, and ensuring auditability.

The FSC requires operations and maintenance (O&M) support for their claims adjudication system, eCAMS, which is used to process healthcare claims submitted by providers. This procurement aims to secure O&M support and implement change requests within the eCAMS system.

Work Details
The contractor shall provide operations and maintenance (O&M) support for eCAMS including defect resolution, technical support, and installing software patches/upgrades. Specific tasks include:

1. Software Technical Support: Provide 24/7 technical support with acknowledgment of requests within one hour and remediation within 24 hours. Monthly delivery of Technical Services Log and Report.

2. Patches for Bugs and Issues: Timely provision of necessary patches to ensure continuous operation of the software product.

3. User Access Administration: Manage user access and application monitoring.

4. Installation Support: Assist in installation and post-deployment validation of applications.

5. Configuration Management: Support VA Configuration Management and Change Control Board requests.

6. Deliverables include Technical Services Report and Log monthly, migration/upgrade plans, release notes, GFE status reports, identification of testing methods, proof of security compliance, system documentation, training manuals, contractor staff roster updates.

Period of Performance
12 months from date of award with four option periods of 12 months each.

Place of Performance
Most tasks will be performed at Contractor facilities; however, some work may occur at the FSC facility in Austin, Texas.