36C77619Q0123-00003000.docx

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Attached to
Clinical Contact Center Modernization (CCCM) Federal contract opportunity
Solicitation number
36C77619Q0123
Issued by
Department of Veterans Affairs Office of Information Service Center

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5. PROJECT NUMBER (if applicable)

CODE

7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER

3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO.

1. CONTRACT ID CODE

FACILITY CODE

CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office.

is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER

16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30

PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243 (Type or print) (Type or print) (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code) (If other than Item 6) (Specify type of modification and authority) (such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer) 00003 05-28-2019 None 00776 Department of Veterans Affairs Program Contracting Activity Central 6150 Oak Tree Blvd, Suite 300 Independence

OH

44131 00776 Department of Veterans Affairs Department of Veterans Affairs 6150 Oak Tree Blvd, Suite 300 Independence

OH

44131 To all Offerors/Bidders

36C77619Q0123 05-28-2019

X

X See Continuation Page

Adeitra Jimmison Contracting Officer

CONTINUATION PAGE:

The purpose of this amendment is to accomplish the following:

· Respond to the vendor questions and clarifications below submitted in response to this RFI.

Question 1:Is there an incumbent vendor currently performing this work? If so, what contract vehicle, contract number, and task order (if applicable) are they performing the work under?
Answer 1:KT Consulting, Inc. is currently performing this work under a previous contract, Advancing Veteran Access via Telephone Service (AVAT), awarded in 2016 as a Firm-Fixed Price Stand Alone Contract, VA701-16-C-0032. Over the last several years VHA has conducted several studies and analyses for the purposes of understanding the present environment not only within VHA but among leading commercial healthcare practices, which included the AVAT contract. Among many objectives and goals set during this work VHA has supported the identification and implementation of highly-successful VHA and/or commercial healthcare business models, processes and practices. As a result, and during 2016, VHA chose to implement dedicated call centers supporting primary care scheduling; daytime nurse triage, pharmacy and telephone operator services. Over the course of 2016, VHA was able to build-out nearly 100 clinical call centers designed to provide not only a dedicated call center service but to provide the basis for first contact resolution (FCR). Moving into 2018 and now 2019, VHA’s focus has become the integration of clinical practice and expanded virtual care capabilities within these foundational call centers. With the addition of multiple integrated contact modalities such as web chat, the ‘call’ center (telephone only) is now becoming a modern day ‘contact’ center capable of multiple contact avenues for the Veteran to access clinical care and services. These collective activities, among many other related efforts, constitutes clinical contact center modernization (CCCM).
Question 2:Is KT Consulting considered the incumbent for this opportunity? If not, could you please share who is considered the incumbent?
Answer 2:Refer to Question 1.
Question 3:The VA Forecast of Contracting Opportunities lists this opportunity at within a value range of $150,000.01 to $5,000,000. Is this the anticipated range for the entire period of performance?
Answer 3:Yes, this is the anticipated range.
Question 4:Wondering how many FTE’s (full time equivalents) will the VA (gov’t) be willing to support?
Answer 4:None. This is a tasked based contract.
Question 5:Will each call center / location will have its own unique requirements (specific goal numbers to be achieved)?
Answer 5:No.
Question 6:Will all call centers / locations be operating from the same Agency Help Desk governing policy, then each site would implement their own “process & procedures” required to achieve the agency policy?
Answer 6:Operating from same policy with each site following enterprise-level operating standards thereby limiting facility-level deviation.
Question 7:Is the VA looking to have a vendor help them with required documentation (policies, processes & procedures) as well as training and technology insertion?
Answer 7:Yes.
Question 8:Is the VA looking to acquire FTE support?
Answer 8:No, the requirement is not for staffing operational call centers.
Question 9:Regarding your CCCM solicitation RFI will you consider a sole source?
Answer 9:Yes.
Question 10:Would you be able to tell me who the incumbent is for this effort?
Answer 10:Refer to Question 1.
Question 11:Anticipated acquisition strategy—Small/SDVOSB vs. Large?
Answer 11:Anticipated SDVOSB.
Question 12:Release timing?
Answer 12:TBD. Period of Performance would begin approximately September 29, 2019.
Question 13:Ceiling?
Answer 13:This will be awarded as a Firm-Fixed Price contract. Therefore, there is no ceiling established.
Question 14:VA Offices supported by this vehicle?
Answer 14:Veterans Health Administration, Office of Nursing Services is the Program Office supported by this requirement.
Question 15:Is the Clinical Contact Center Modernization RFI the follow-on work for KT Consulting’s “VISN Clinical Contact Center Implementation” contract?
Answer 15:No. Refer to Question 1.
Question 16:How is VHA defining “clinically meaningful” first call resolution, as referenced in Background Section 2.0?
Answer 16:Clinically meaningful FCR = (positive) measurable impacts to patient health outcomes the first time they call VA for assistance with a clinical concern or issue.
Question 17:Is the requirement for specific knowledge of the CCCM within VHA or in general?
Answer 17:Both.
Question 18:What is intended by “enterprise triage algorithms” and then “algorithm databases”?
Answer 18:Enterprise triage algorithms refer to the specific algorithms themselves and ‘databases’ refer to the body of all algorithms together in a single system database.
Question 19:Does this relate to maintenance and upkeep of the algorithmic tools used the VA for initial diagnosis in the clinical contact centers?
Answer 19:Yes.
Question 20:Per the VA Forecast of Contracting Opportunities, this opportunity has been labeled as a “sole source” effort (see below). Is there any additional information you can share about how this will be procured?
Answer 20:Market Research will determine the procurement strategy for this requirement.
Question 21:Can you tell me if these services are currently being performed?
Answer 21:Refer to Question 1.
Question 22:If so, can you tell me the incumbent name and contract number?
Answer 22:Refer to Question 1.

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