Healthcare Facility Management Information System

The Vendor is required to provide comprehensive system maintenance, operational support, and incident management services for the healthcare facility management information system (HFMIS) application, which was developed on Viz platform.
- The encompassing goal is to ensure the system can continue 24/7/365 without interruption by:
•    Ongoing system maintenance: ongoing system maintenance includes continuous monitoring, administration, patching, and upkeep of the HFMIS application, infrastructure, databases, integrations, and security components to ensure system availability, performance, and compliance.
•    Incident reporting and support: incident reporting and support provides a structured, tiered support process for logging, tracking, prioritizing, escalating, and resolving system issues in accordance with defined service levels and business impact. 
•    Operational support: operational support encompasses day-to-day service desk operations, incident and service request management, system administration, and coordination activities necessary to maintain reliable, secure, and efficient system operations.
- Requirement:
1. Service activities
•    The applicant is expected to address all requirements identified, state how they will meet the specified requirement, including the process used, and who will be responsible for each task.
2. Ongoing system maintenance:
•    Provide continuous monitoring, administration, patching, and upkeep of the HFMIS application, infrastructure, databases, integrations, and security components to ensure system availability, performance, and compliance.
3. Incident reporting and support
•    Provide a structured, tiered support process for logging, tracking, prioritizing, escalating, and resolving system issues in accordance with defined service levels and business impact.
4. Operational support
•    Provide day-to-day service desk operations, incident and service request management, system administration, and coordination activities necessary to maintain reliable, secure, and efficient system operations.