Questions-Answers.docx

1. What was the previous contract and award number?

36C24521P0397

1. Whom was the incumbent?

Refer to FPDS for further information.

1. Will companies without past performance providing a texting platform or the like for the last three years be considered?

No this is one of the evaluation factors, potential vendors must have past experience that is equal or similar in scope as this solicitation.

1. Will companies without a CPARS rating, or any past performance provided by any Veterans Affairs, or Healthcare Facility be considered?

As per solicitation this is required… Previous Experience providing texting platform or the like for the last three years, CPARS or any past performance.

1. Is communication routed through a VA therapist?

Texts are answered by Veterans Crisis Line Responders who are trained on how to provide thoughtful and caring responses. There are processes in place to transfer texts from Veterans in crisis to qualified medical professionals.

1. How many text messages were sent last year and how many members were serviced?

From the previous year, the VCL engaged in over 3.5 million text messages during over 80k conversations with customers in crisis via text.

1. What are the channels of communication? Text, Whatsapp, Email etc.

There are three different channels of communication that our responders interact with customers, text, chat, and phone.

1. Is there an Audit trail of the delivery? Eg. Successful delivery messages, Dashboard reporting.

Normal industry SMS expectation and access to data log.

1. Are follow-up services currently provided to veterans after engagement? Additionally, is there an existing proactive outbound outreach program for veterans as follow up?

Yes, but not applicable to this application. A proactive outreach program is not applicable.

1. In the pricing there are different Item numbers for the FedRamp Compliance and the Texting Platform can you outline the difference between the two?

Please review FedRAMP Authorization Act; texting platform is different than FedRAMP requirements and allows veterans in duress a number to text when they need help.

1. “The solicitation outlines a fixed-price contract with a total award amount of $21.5 million, covering a base period from October 1, 2024, to September 30, 2025, with an option for an additional year”. For clarity does this amount indicate the max award for two years?

This is found in block 10 and is a size standard for the NAICS code being utilized. This is not the value of the said solicitation. Please google NAICS code size standards if you need clarification.

1. Is the VA interested in a pro-active, 360 approach to behavioral health and case management that encompasses the requested services and other pre and post behavioral services?

Not at this time.

1. Could you please confirm the current technology or platform the VA is using for the SMS Crisis Line (e.g., Twilio or Vonage)?

Answer is unknown, as long is it is compatible with VA standards.

1. Is it possible to integrate our solution using the VA’s current APIs, and if so, are there any specific integration guidelines or requirements we should follow?

Current system has no integration established, however, integration with VA’s Data Architecture and the Salesforce platform is preferred. It must be able to be in compliance with VA privacy and information regulations.

1. Will the current system need to be completely replaced or if the new solution will coexist alongside it.

Follow statement of work and solicitation.

1. How the new system should interact or be integrated with the existing infrastructure, along with specifics on the current systems and technologies in use.

Vendor should test and be familiar with pro and cons of best suited sms aggregator.

1. Whether there is a need for any data migration during this process.

Data migration will require FedRAMP cloud certification.

1. Any additional API and SMSC details, along with relevant documentation, that can assist us in preparing a comprehensive proposal and accurate budget estimation.

Vendor should have capability for system that balances data protection and privacy ie. PII, PHI, and have experience with mitigating PIA risk. Open to exploring new SMSC proposals