CBP Holisitic Health Support Centers_RFI 70B06C25RFI00237_VendorQuestions and Responses.xlsx

XLSX spreadsheet 26 KB Posted Aug 22, 2025

Attached to: CBP Holistic Health Support Centers REQUEST FOR INFORMATION
Solicitation number: 70B06C25RFI00237
Issued by: Department of Homeland Security Customs and Border Protection

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Written by GovTribe AI · Aug 22, 2025

This document is a Request for Information (RFI) from U.S. Customs and Border Protection (CBP) seeking market research on expanding Holistic Health Support Centers (HHSCs) nationwide. The RFI aims to identify potential vendors to provide comprehensive wellness services for CBP employees and their eligible family members, including mental health, physical health, and wellness activities. Currently, CBP has three operational HHSCs in El Paso, Laredo, and Tucson, Texas, serving approximately 13,500 employees within a 150-mile radius, with plans to expand to additional locations throughout the continental United States, Hawaii, and Puerto Rico.

The RFI outlines key service requirements including licensed mental health services, mobile and virtual wellness options, cultural competency, and comprehensive reporting. Vendors would be responsible for establishing contractor-owned facilities, providing services at no cost to employees, and offering a wide range of wellness interventions such as massage therapy, chiropractic care, mental health counseling, fitness planning, and nutrition services. The document emphasizes that this is a market research exercise and does not guarantee a future solicitation, with CBP encouraging vendors to propose innovative solutions for delivering holistic wellness services to its workforce.

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File	Type	Posted
70B06C25RFI00237 DRAFT SOO_30July2025.docx	DOCX document	Jul 30, 2025
70B06C25RFI00237 Cover Letter_30July2025.docx	DOCX document	Jul 30, 2025

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VENDOR QUESTIONS

	Document	Page Ref	Question	Response
1	Cover Letter	Page 4; Facility Visits	One of your RFI questions asks if the RFI respondent is receptive to allowing CBP representatives to visit and experience our facilities at no cost to the Government. Is the CBP asking if respondents will pay for travel and lodging for CBP representatives to experience our facilities or just if CBP can visit our facilities to better understand our offerings? Depending on the location of CBP representatives, such a visit may be easier to accomplish in some locations than others in order to keep costs down.	No, CBP does not expect respondents (vendors) to pay for travel and lodging. CBP would cover the costs of travel for government representatives to visit vendor facilities. Intent of government visits to vendor sites would be to better understand offerings.
2	Cover Letter	Page 5; Instructions	The second paragraph references that rough cost estimates may be proposed by location with responses. Having such estimates provided by RFI respondents will likely provide CBP with a large swath of estimates based on a draft Statement of Objectives. Also, some respondents may not fully understand the level of effort for this requirement. As a result, we would like to suggest the CBP carefully weigh this cost estimate market research information and how that information is used for any budgeting purposes.	While no formal Request for Proposal (RFP) is guarenteed to follow this RFI, should an RFP move forward, CBP would specify the locations for which prospective vendors would need to supply pricing so that pricing can be compared across multiple vendors. Cost estimates provided in support of this RFI would simply give CBP an understanding of the differing pricing models associated with the different approaches offered in response to this requirement.
3	N/A	N/A	Can the CBP confirm that this requirement has funding allocated for the base year?	This RFI is for market research purposes only and does not constitute a commitment by the Government to fund or award a contract. At this time, CBP does not have specific information regarding funding allocation for the base year or subsequent years. Any funding decisions will be determined as part of the acquisition planning process and communicated if and when a formal solicitation is issued.
4	N/A	N/A	Does the CBP have an estimated solicitation release date for this requirement?	This RFI is intended solely for market research purposes to gather industry feedback and does not represent a commitment to issue a solicitation. CBP does not currently have an estimated release date for a solicitation related to this requirement. Any updates regarding a potential solicitation will be posted on SAM.gov as they become available.
5	N/A	N/A	Does the CBP have an estimated base period of performance start date?	This RFI is for market research purposes only and does not represent a commitment to issue a solicitation or award a contract. CBP does not currently have specific information regarding a base period of performance start date. Any details related to performance timelines would be determined and communicated as part of a formal solicitation, if issued in the future.
6	N/A	N/A	Does the CBP have an estimate on the period of performance length of this contract, such as a base year and four option years?	This RFI is for market research purposes only and does not represent a commitment to issue a solicitation or award a contract. CBP currently has an IDIQ contract in place with terms that include (general scope, period of performance, etc.). However, any future solicitation may differ in scope, structure, or performance terms, and details would be communicated as part of a formal solicitation, if issued.
7	SOO	General	Have any surveys or research been done for current services to access effectiveness or to provide data on what services are utilized vs desired. If so, will the government provide that data?	Yes, for the three Holistic Health Support Centers (HHSC) in operation, CBP is constantly assessing the highest demanded services. For responses to this RFI, CBP highly recommends each propospective vendor provide a response to ALL services listed in the SECTION 4 of the draft SOO, as CBP desires all services to be availalbe regardless of current demand, as different HHSC locations could have unique needs. For the current HHSC locations in operation (Tucson, Laredo, and El Paso), the top 6 services in terms of demand are, Massage Therapy, Chiropractic, Wellness Assessments, Mental Health Services, Fitness Planning, and Nutrition Services.
8	SOO	Section 2: Scope (Page 2)	Is this planned as a single-award or multiple-award contract, or will awards be made by task order under a larger IDIQ/BPA?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. At this time, CBP does not have specific information regarding the contract structure, including whether it will be a single-award or multiple-award contract. Any decisions regarding the contract type or structure will be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
9	SOO	Section 2: Scope (Page 2)	What contract vehicle is CBP considering (e.g., GSA MAS, open market, GWAC, etc.) for this procurement?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. At this time, CBP does not have specific information regarding the contract structure, including whether it will be a single-award or multiple-award contract. Any decisions regarding the contract type or structure will be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
10	SOO	Section 2: Scope (Page 2); Objective 1 (Page 7)	Will each HHSC be awarded individually via task order, or does CBP plan to award multiple sites simultaneously?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. At this time, CBP has not determined whether HHSCs will be awarded individually via task order or whether multiple sites will be awarded simultaneously. Any decisions regarding the award structure will be made as part of the acquisition planning process and communicated if and when a formal solicitation is issued.
11	SOO	Section 2: Scope (Page 2); Objective 1 (Page 7)	Is there an anticipated total number of HHSCs CBP would like to establish over the life of the contract?	CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location. As funding becomes available, CBP anticipates prioritizing the placement of holistic health support centers at locations that maximize employee coverage and address the greatest need for holistic health services, thereby improving the availability of practitioners to combat work/life stressors experienced by the CBP community.
12	SOO	Section 2: Scope (Page 2)	Does CBP have priority geographic locations identified for the next HHSC expansions?	To Date, CBP has focused HHSC placement priority in the Southwest US given the large number of CBP employees located in that region as well has the high operational tempo and low number (per capita) of professional wellness providers for desired services in these areas. Future location prioriy determinations will be based on similar data factors relevant at the time that future expansion decisions are made.
13	SOO	Objective 6 – Reporting (Page 14)	Are there any performance-based incentives tied to utilization rates or client satisfaction?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. Any decisions regarding performance-based incentives would be determined during the acquisition planning process and communicated if and when a formal solicitation is issued. Any vendor suggestions on performance-based incentives tied to utilization rates or client satisfaction could be proposed in the response to this RFI.
14	SOO	Section “Unique Standards” – PII and Security Review (Pages 18–19)	Since the contractor is not considered a “government contractor” under the Privacy Act, does CBP require HIPAA compliance and data encryption at FIPS 140-2 standards?	Sensitive PII must be handled with security measures equal to or greater than federal standards. Draft SOO Pg .13 (Unique Standards). Regardless of whether or not servicing vendors are considered a "government contractor", wellness services (i.e. Mental Health Services) being provided by the servicing vendor under this requirement will require HIPPA complaince. CBP recommends each prospective vendor consult their supporting legal representation for a better understanding of HIPPA regulations and compliance requirements.
15	SOO	Section 11.8 – Physical Security (Page 19)	Will background checks or security clearances be required for contractor personnel accessing CBP facilities or data?	Yes. All proposective vendor employees supporting this contract will require a full Background Investigation.
16	SOO	Section 11 – Confidentiality & PII (Pages 17–18)	What level of cybersecurity compliance is required for platforms storing CBP-related client PII (e.g., NIST 800-53, FedRAMP Moderate-equivalent)?	Sensitive PII must be handled with security measures equal to or greater than federal standards. Draft SOO Pg .13 (Unique Standards). Regardless of whether or not servicing vendors are considered a "government contractor", wellness services (i.e. Mental Health Services) being provided by the servicing vendor under this requirement will require HIPPA complaince. CBP recommends each prospective vendor consult their supporting legal representation for a better understanding of HIPPA regulations and compliance requirements.
17	SOO	Section 11 – Confidentiality & PII (Pages 17–18)	Does CBP anticipate providing or requiring integration with any government systems or platforms (e.g., CBP intranet for referrals, scheduling, or analytics)?	Yes, CBP will require supporting vendors to provide CBP with aggregate data on a reocurring schedule (i.e. Monthly). Data will provide updates on services provided by location with PII removed.
18	SOO	Objective 1 – Communication Plan (Page 7)	Will CBP provide access to CBP-owned communications channels (e.g., internal newsletters or intranet) for contractor-led outreach?	No. While CBP can help the vendor by distributing marketing materials and event communications through CBP channels, Vendors will not have access to these netowrks or be able to rely on these for Vendor driven marketing and communications. Supporting vendors must establish relationships with key CBP leadership in each area of responsbility to build awareness and understanding of the HHSC operations and the wellness services provided. While the HHSC program is a CBP funded initiative, it is vital that CBP employees and eligible family members view the HHSC and the service provider as a separate entity from CBP.
19	SOO	Objective 1 – Community Outreach (Page 7)	Are local CBP facility points of contact available to assist with initial trust-building and coordination for outreach?	Yes. CBP can help identify lists of key points of contact at each new facility location and broker introductory converastions to support the vendor's initial coordination for outreach. However, it is a requirement of this program that the responsible vendor establish open lines of communications with the key points of contact in each area and manage these relationships throughout the life of the contract.
20	SOO	Objective 1 – Facility Plan (Page 6); Section 5.3 – Transition In (Page 16)	Is there a preference for co-location within existing government facilities versus contractor-leased commercial space?	All HHSC facilities shall be in contractor leased/owned commerical space, offsite from Govenrment property.
21	SOO	Objective 1 – Communication and Outreach Plan (Page 7)	Will CBP assist in promoting services to its personnel, or is all engagement expected to come from the contractor's efforts?	The supporting vendor should lead in the promotion and marketing of provided services and community outreach and engagement events.
22	SOO	Objective 1 – Communication and Outreach Plan (Page 7)	What are CBP’s key performance indicators (KPIs) for contractor success across HHSCs?	The contractor shall identify industry standards for measuring successful delivery of services and use these standards to establish performance targets which can be measured at least monthly to track success areas as well as areas for improvement." Pg 9, Objective 6 - Reporting.
23	SOO	Objective 6 – Reporting (Page 14)	Is there an existing template or platform for reporting usage and outcomes, or should the contractor propose its own?	Contractors are expected to propose their own methods for tracking and reporting data. The contractor must identify industry standards for measuring the successful delivery of services and establish performance targets. Reporting requirements include providing monthly data on services, successes, challenges, and gaps, as well as program questionnaires to assess client satisfaction and progress.
24	SOO	Objective 6 – Reporting (Page 14)	How will CBP handle sensitive or adverse event reporting, especially if issues arise with a provider?	The proposective vendor is responsbile for managing all relationships with network wellness providers. Prospective vendors must vet all partner providers prior to providing support to CBP clients. Sensitive or adverse issues, including those involving partner providers will be handled on a case by case basis, but should immediately be reported to the CBP for coordination on appropriate action.
25	SOO	Section 2 – Scope (Page 2); Objective 1 – Facility Planning and Cost (Page 6)	Will CBP require quarterly or monthly reporting at both the local HHSC level and the contract level?	CBP requires monthly tracking of performance targets and quarterly questionnaires to assess employee satisfaction and progress. Pg 9, Objective 6 - Reporting
26	SOO	Section 2 – Scope (Page 2); Objective 1 – Facility Planning and Cost (Page 6)	Is there a notional or target budget per HHSC location (e.g., average size or funding per site)?	This RFI is intended to gather market research and does not include specific budgetary details or funding targets for HHSC locations. Any budgetary considerations would be determined during the acquisition planning process and shared as part of a formal solicitation, if issued. For the current operational HHSC locations, budget targets do vary by location as market prices for services and facility costs vary. The main cost driver of operations is the total number of services provided at each location, therefore budget targets will be dependent on prospective vendor capabilites and the client demand for services. The annual budget targtes for the current centers have ranged from $1.5 Million to $3 Million per year.
27	SOO	Section 2 – Scope (Page 2); Objective 1 – Facility Planning and Cost (Page 6)	Will CBP allow graduated pricing models based on utilization, mobile services, or virtual reach?	Contractors are encouraged to provide recommendations on pricing methodologies that balance cost with services and avoid waste on unused services. Any decisions regarding pricing models would be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
28	SOO	Objective 2 – Desirable Services (Pages 10–11)	Are there set reimbursement rates or ceilings for referred services such as massage therapy, acupuncture, or equine therapy?	Contractors are expected to propose their own pricing structures and ensure that referred services maintain quality standards as outlined in the contractor’s quality assurance plan. Any decisions regarding reimbursement rates or ceilings would be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
29	SOO	Objective 2 – Desirable Services (Pages 10–11)	Does CBP expect services to be delivered entirely at no cost to clients, including virtual, mobile, and referred services?	Services are provided at no cost to CBP personnel and eligible family members. Pg. 4 (Core Objectives)
30	SOO	General	Is there any set-aside designation under consideration for this opportunity (e.g., Small Business, SDVOSB )?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. At this time, CBP has not determined whether a set-aside designation will be applied to this opportunity. Any decisions regarding set-aside designations will be made during the acquisition planning process and communicated if and when a formal solicitation is issued.
31	SOO	Objective 3 – Mobile Wellness Services (Page 12); Objective 2 – Referral Network (Page 11)	Can a contractor propose a national solution with regional subcontractors, or is CBP seeking local providers per site?	This RFI is for market research purposes to allow CBP to evaluate propective vendor partners with experience in establishing and operating holistic wellness facilties. CBP encourages all prospective vendors to propose alternative solutions to fully meet the requirements as listed in the draft statement Statement of Objectives.
32	SOO	Section 11.5 – Duty to Warn (Page 18); Section 6 – Quality Control (Page 15)	What is the process for reporting adverse events or provider performance issues?	The proposective vendor is responsbile for managing all relationships with network wellness providers. Prospective vendors must vet all partner providers prior to providing support to CBP clients. Sensitive or adverse issues, including those involving partner providers will be handled on a case by case basis, but should immediately be reported to the CBP for coordination on appropriate action.
33	SOO	Section 2 – Scope (Page 2); Objective 1 – Facility Planning and Cost (Page 6)	Can the government provide layout designs for the current holistic health centers	No. Prospective vendors are responsbile for creating a facility layout that best meets the needs of the CBP employees and eligible family members in each ordered location. CBP will support prospective vendor(s) by providing employee totals assigned to duty stations in and around the locations area of responsbility and preferred site locations for any future location ordered.
34	SOO	Section 2 – Scope (Page 2); Objective 1 – Facility Planning and Cost (Page 6)	Does the government own the current holistic health centers or the buildings in which they are housed? Are the centers on government property?	All HHSC facilities shall be in contractor leased/owned commerical space, offsite from Govenrment property.
35	SOO	General	How many current Full Time and Part Time employees are currently employed under this contract	CBP cannot disclose this information. Each prospective vendor is responsible for developing an appropriate staffing plan that will best meet all requirements in the draft statement of objectives.
36	SOO	General	How many current Full Time and Part Time employees are currently employed at each Holistic Health Center	CBP cannot disclose this information. Each prospective vendor is responsible for developing an appropriate staffing plan that will best meet all requirements in the draft statement of objectives.
38	Cover Letter (RFI)	Page 6 - RESPONSES REQUESTED, “What industry-standard outcome measures…” bullet and general instructions	Innovation and Evaluation Criteria – Will the Government’s future evaluation criteria consider the inclusion of enhanced services, cost savings, operational efficiencies, or improved access through innovative uses of technology, beyond the minimum listed requirements?	CBP encourages all prospective vendors to propose any and all mental health and physical wellness services that would benefit the CBP workforce and eligible family members. The listed services in the draft SOO are the minimum required services that CBP desires. This RFI is intended to gather market research and no formal decision criteria has been defined. Any decisions regarding evaluation criteria would be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
39	Draft SOO	Page 3: Scope, 2nd paragraph	The SOO notes that “additional DHS Agencies and Components may utilize this contract for future orders.” Can CBP clarify whether this implies a potential IDIQ or multiple-award structure, and whether pricing and service delivery expectations should be structured to accommodate DHS-wide scalability from the outset, or addressed in separate task orders?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a future contract. At this time, CBP does not have specific information regarding the contract structure, including whether it will be a single-award or multiple-award contract. Any decisions regarding the contract type or structure will be determined during the acquisition planning process and communicated if and when a formal solicitation is issued. CBP encourages all prospective vendors to propose alternative solutions to fully meet the requirements as listed in the draft statement Statement of Objectives, including solutions that have the ability to accomodate DHS-wide scalability.
40	Draft SOO	Page 10: Objective 1, 2nd paragraph	Given the 60–90 day service launch requirement, would CBP consider a phased approach where mobile/virtual services launch first and permanent facilities follow within the guidlines provided, and can CBP define minimum operational requirements (e.g., staffing levels, service types) for the temporary phase?	This RFI is for market research purposes only. CBP encourages all prospective vendors describe how they would best meet the requirements in the SOO. CBP is interested in all ideas to ensure wellness services are available to CBP employees and eligible family members within the 60-90 day timeline. Please keep in mind, the establishment of a brick and morter HHSC facility is a critical component of a successfull HHSC launch so every effort should be made to ensure its availability as soon as possible.
41	Draft SOO	Page 11: Objective 1, final paragraph	Can CBP clarify whether “eligible family members” includes only immediate family (spouse and children) or extends to other household members such as domestic partners or extended relatives, and whether eligibility verification will be handled by CBP or the contractor?	Prospective vendors will be responsible for eligibility verification. Eligible family members are defined as a spouse (including a valid common law marriage) and unmarried dependent children under the age of 22 (twenty-two), including legally adopted children and recognized biological children who meet certain dependency requirements. Stepchildren and foster children are included if they live in a regular parent-child relationship. A regular parent-child relationship means that one is exercising parental authority, responsibility, and control over the child by caring for, supporting, disciplining, and guiding the child, including making decisions abou. t the child’s education and health careFoster children must live with the employee and the parent-child relationship must be with the employee, not the child’s biological parent. The employee must be the primary source of financial support for the child and the employee must expect to raise the child to adulthood. An unmarried dependent child who is over 21 (twenty-one) and incapable of self support due to a mental or physical disability that existed before age 22 (twenty-two) is also an eligible family member.
42	Draft SOO	Page 17-22: Objective 2	Standards of Care and Methodologies – Several objectives (Wellness Assessments, Mental Health Services, Fitness Planning) reference licensed providers and evidence-based practices. Can CBP clarify whether contractors must adhere to a recognized standard of care or nationally recognized methodologies for each service type, and whether proof of past implementation will be required in evaluation?	Prospective vendors are responsible for demonstrating a complete understanding of what is required to deliver each of the listed services in the SOO. Each wellness service should be designed and delivered by trained professionals in their respective area of expertise, and who have a full understanding of standards of care and recognized methodologies for each service.
43	Draft SOO	Page 23: Objective 3	Can CBP provide guidance on expected frequency of mobile deployments to remote locations within the 150-mile radius (e.g., weekly, monthly, quartertly), and whether there is a minimum percentage of core services that must be offered via mobile capability?	The frequency of mobile deployments to remote locations will be driven by budget availability and CBP component demand for services in each serviced location. At a mininum, CBP desires a quarterly visit schedule to the remote duty locations within the 150 mile coverage area of the HHSC location. To support the remote worker participation in wellness services, CBP would encourage the vendor's use of virtual engagement tools and developing referred provider partnerships near remote location duty locations where CBP personnel could engage in services at vetted locations of the referred provider. There is no minimum percentage of core services that must be offered, but CBP would be interested to know which services each prospective vendor would be prepared to offer via mobile services.
44	Draft SOO	Page 23: Objective 3 - Mobile Wellness Services, 1st sentence	Mobile Services Scope – Objective 3 requires a “mobile wellness service capability” to reach CBP personnel up to 150 miles away. Can CBP confirm whether the mobile services objective includes both vehicle-based deployments (e.g., on-site mobile units) and technology-based mobile solutions accessible via Android/iOS devices, to expand reach and flexibility in remote areas?	CBP requires prospective vendors to provide both Mobile Services via vehicle-based deployments as well as virtual services, using technology-based mobile solutions accessible via Android/iOS devices to expand reach and flexibility to remote areas.
45	Draft SOO	Page 24: Objective 4 – Virtual Wellness Services, entire paragraph	Virtual Services Accessibility – Objective 4 outlines virtual tools for delivering services. Can CBP specify if virtual offerings must meet additional requirements, such as Section 508 compliance, mobile app compatibility (iOS/Android), and web browser accessibility standards, to ensure broad and inclusive user access?	CBP would highly recommend that virtual tools and offerings meet Section 508 compliance standards.
46	Draft SOO	Page 25-26: Objective 6 – Reporting, entire section	Reporting Frequency and Medium – Objective 6 requires data on services, successes, challenges, and gaps. Can CBP clarify preferred reporting frequency (e.g., monthly, quarterly, or real-time) and medium? Specifically, would CBP prefer secure online dashboards with near real-time data access to reduce manual reporting burdens?	CBP requires monthly reporting. CBP would prefer raw data extracts that can feed CBP driven reporting dashboards as well as online dashboards provided by propsective vendors.
47	N/A	N/A	Would the facility be our own facility hosting CBP or located and developed for CBP in terms of ownership?	The contractor must identify, acquire, and stand up a facility to house the HHSC staff and begin conducting wellness services. Ownership details are left to the contractor's discretion. Pg 6 (Objective 1 - Provide Services, Communicate and Connect with CBP). All HHSC facilities shall be in contractor leased/owned commerical space, offsite from Govenrment property.
48	N/A	N/A	Are you envisioning a facility Dedicated to CBP staff alone, or a facility open to the public? Would others non-CBP staff be able to make of the facility at all or not at all. In other words, would non-CBP staff be allowed to use the facility at the same time, different times or not at all? (I'm Considering Security and other positive potentials from closing or opening to the public)	Facilities could be jointly used for non-CBP clientele, however, CBP personnel and families must have priority access. Pg 6 (Objective 1 - Provide Services, Communicate and Connect with CBP). CBP would prefer HHSC locations not be available to the general public but would be willing to consider all vendor proposals submitted in response to this RFI.
49	N/A	N/A	Because there would be suggestive physical activities like exercise, would there be those severely physically disabled?	Services and practictioners would be expected to customize experiences to client's abilities and performance levels. While CBP employee family members are eligible to engage in wellness services through the HHSC, CBP would not expect a high percentage of HHSC clients would be considered severly physically disabled.
50	N/A	N/A	Also please, how would the funding for this acquisition and development work? Would there be a partial payment up front for the acquisition?	As this RFI is for market research purposes only, CBP does not have specific information regarding funding mechanisms, payment structures, or acquisition processes at this time. These details would be determined and communicated as part of a formal solicitation, if issued in the future. Prospective vendors are encouraged to propose their pricing strategy. For existing HHSC locations, CBP authorized start-up costs to cover adminstrative and support cost to establish each HHSC factility prior to service engagements beginning.
51	N/A	N/A	Can the publicity and offering of holistic health services be offered to CBP personnel even before the land is acquired and the building completed? (Just to throw light to the 60 - 90 days expectation of operations because there are lots of activities we could and would like to offer even before the building is completed) This may also depend on the scale of preference between the completion of the facility and the availability of activities for the personnel. Which is imperative to come first?	CBP encourages all prospective vendors to propose their ideas to meet the CBP requirements as defined in the draft SOO. CBP desires wellness services to be offered to CBP personnel and eligible family members as soon as possible after a task order is awarded.
52	SOO	Page 2: Backround	SOO states there are currently three HHSCs operational locations: El Paso, Texas; Laredo, Texas; and Tucson, Arizona. Are all three existing HHSCs (El Paso, TX; Laredo, TX; and Tucson, AZ) fully operational and actively providing services?	All three facilities are fully operational and actively providing services.
53	SOO	Page 2: Backround	SOO states there are currently three HHSCs operational locations: El Paso, Texas; Laredo, Texas; and Tucson, Arizona. Will the new HHSC contract include responsibility for managing these existing centers or only for establishing and managing additional new locations?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a future solicitation or award a contract. Exisiting HHSC locations will continue to be supported by the current vendor supporting CBP's HHSC contract.
54	SOO	Page 3: Scope	SOO states As of July 2025, CBP has 3 HHSCs in operation which provide services to nearly 13,500 CBP employees assigned to duty locations within 150 miles of the El Paso, TX, Laredo, TX, and Tucson, AZ locations with a goal of continuing to grow the HHSC footprint. Will CBP provide a list of projected HHSC locations along with estimated population sizes of CBP personnel and family members to be serviced at each site?	No. Prospective vendors are responsbile for creating a facility layout that best meets the needs of the CBP employees and eligible family members in each ordered location. CBP will support prospective vendor(s) by providing employee totals assigned to duty stations in and around the locations area of responsbility and preferred site locations for any future location ordered.
55	SOO	Page 3: Scope	SOO states It is CBP’s goal to continue to grow the HHSC footprint to have at least 1 wellness center within 150 miles of all duty stations within the continental United States, including Hawaii and Puerto Rico. What is CBP’s anticipated rollout schedule for new HHSC locations beyond the current three operational centers?	CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location. As funding becomes available, CBP anticipates prioritizing the placement of holistic health support centers at locations that maximize employee coverage and address the greatest need for holistic health services, thereby improving the availability of practitioners to combat work/life stressors experienced by the CBP community. While CBP has conducted analysis to consider desirable locations as future HHSC locations, we will not be disclosing that information.
56	SOO	Page 5: Core Objectives	SOO states the contractor shall provide an HHSC facility operating within a selected area of the designated CBP location(s). Does CBP have minimum facility requirements, such as square footage per population size to be serviced at each HHSC location?	No. Prospective vendors are responsbile for creating a facility layout that best meets the needs of the CBP employees and eligible family members in each ordered location. CBP will support prospective vendor(s) by providing employee totals assigned to duty stations in and around the locations area of responsbility and preferred site locations for any future location ordered.
57	SOO	Page 7: Core Objectives	SOO states mental health services will be delivered by a licensed clinician in a safe, trauma-informed, therapeutic environment to help the client meet their individual treatment goals. Will licensed clinicians be expected to maintain detailed clinical records of services provided, or will documentation be limited to program‑level usage and outcome reporting?	Licensed clinicians will be expected to maintain detailed clinical records to properly treat each patient. CBP will never require access to patient records of this nature as privacy and patient confidentiality is of utmost importance. CBP will only require vendor records for the number of each services provided.
58	SOO	Page 7: Core Objectives	SOO states Mental Health Services could include multiple types of therapy that focuses on mental health, substance misuse disorders, and/or co-occurring treatment; family and relationship counseling; developing client-centered care plans; and potential treatment of mental health disorders. What Electronic Medical Record (EMR) or Electronic Health Record (EHR) system will the government be using?	Prospective vendors should identify and propose which medical record system they will be using in the treatment of CBP personnel. CBP will not be managing or requiring access to this detailed patient information.
59	SOO	Page 8: Core Objectives	SOO states the Contractor shall provide mobile services to reach remote locations. Are mobile wellness services currently offered under the existing HHSC contract or is this a new requirement?	Mobile Services are offered under the current HHSC contract.
60	SOO	Page 8: Core Objectives	SOO states the Contractor shall include a list of services that can be offered and delivered to CBP employees and eligible family members via virtual tools. Are mobile wellness services currently offered under the existing HHSC contract or is this a new requirement?	Mobile Services are offered under the current HHSC contract.
61	SOO	Page 9	Would CBP be open to allowing interested vendors to conduct a site visit of an existing HHSC location to better understand operational requirements and service delivery models?	Prospective vendors should submit responses to this RFI that exhibit their experience in operating wellness centers and providing holistic wellness services to clients. CBP is interested in evaluating each vendor's prior experience and ideas on how they would meet the requirements of the draft SOO based on their prior experience.
62	N/A	N/A	Does the Government have a list of where they want the centers to be located?	CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location. As funding becomes available, CBP anticipates prioritizing the placement of holistic health support centers at locations that maximize employee coverage and address the greatest need for holistic health services, thereby improving the availability of practitioners to combat work/life stressors experienced by the CBP community. While CBP has conducted analysis to consider desirable locations as future HHSC locations, we will not be disclosing that information.
63	N/A	N/A	How many Centers does the Government foresee?	CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location.
64	N/A	N/A	Does the Government foresee any other US territories in need of HHSC	Yes. CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location.
65	SOO	Page 13. section 11.6.	The Professional Liability Insurance(11.6): Is that requirement for each Mental Health Provider, or for the Program?	Required to cover all services and providers supporting the HHSC.
66	SOO	Page 5, Scope	Contract Scope & Structure – Will a single contractor be responsible for all HHSC locations nationwide, or will CBP award multiple regional contracts?	This RFI is for market research purposes only and does not constitute a commitment by the Government to issue a solicitation or award a contract. At this time, CBP does not have specific information regarding the contract structure, including whether it will be a single-award or multiple-award contract. Any decisions regarding the contract type or structure will be determined during the acquisition planning process and communicated if and when a formal solicitation is issued.
67	SOO	Page 5, Scope	Rollout Schedule – Does CBP have a phased expansion plan with projected timelines and priority locations for additional HHSC sites?	CBP intends to expand the HHSCs to additional locations throughout the CBP footprint to maximize availability of holistic wellness services for all CBP personnel and eligible family members. HHSCs may be placed anywhere in the continental United States, including Hawaii and Puerto Rico, positioned near CBP duty stations and serve the employees within 150 miles from each HHSC location. As funding becomes available, CBP anticipates prioritizing the placement of holistic health support centers at locations that maximize employee coverage and address the greatest need for holistic health services, thereby improving the availability of practitioners to combat work/life stressors experienced by the CBP community. While CBP has conducted analysis to consider desirable locations as future HHSC locations, we will not be disclosing that information.
68	SOO	Page 14, Objective 1	Facility Standards – Are there minimum size, layout, amenity, and security requirements for HHSC facilities, and will CBP assist in site identification?	No. Prospective vendors are responsbile for creating a facility layout that best meets the needs of the CBP employees and eligible family members in each ordered location. CBP will support prospective vendor(s) by providing employee totals assigned to duty stations in and around the locations area of responsbility and preferred site locations for any future location ordered. CBP will assist prospective vendors with site identification when new locations are ordered.
69	SOO	Page 18, Objective 2	Licensing & Credentialing – Must all wellness and mental health providers be licensed in the state of service, or will multistate/compact licensure be acceptable?	Practictioners must hold appropriate licenses to practice in the sate(s) they will be covering. Locations such as El Paso, can extend services to employees in two states (Texas and New Mexico).
70	SOO	Page 18, Objective 2	Licensing & Credentialing -Is there a post-licensure experience requirement for licensed Mental Health professionals. If so, how many years?	Prospecive vendors should determine this expectation as they are responsbile for hiring practictioners and ensuring suitability and credibility of practictioners.
71	SOO	Page 22, Objective 5	Cultural Competency – Is CBP requiring cultural competency training specific to law enforcement/military populations prior to staff onboarding, or can it be completed after hire?	CBP does not prescribe how a vendor approaches ensuring their staff has the appropriate cultural competency.
72	SOO	Page 21, Objectives 3 & 4	Mobile & Virtual Services – Are there minimum frequency requirements for mobile visits to remote sites, and will virtual platforms need to meet specific federal cybersecurity/FedRAMP standards?	The frequency of mobile deployments to remote locations will be driven by budget availability and CBP component demand for services in each serviced location. At a mininum, CBP desires a quarterly visit schedule to the remote duty locations within the 150 mile coverage area of the HHSC location. To support the remote worker participation in wellness services, CBP would encourage the vendor's use of virtual engagement tools and developing referred provider partnerships near remote location duty locations where CBP personnel could engage in services at vetted locations of the referred provider. Vendor virtual wellness tools would never operate on CBP networks/systems and therefore would not need to meet federal cybersecurity standards.
73	SOO	Page 23, Objective 6	Reporting Requirements – Will CBP provide standardized reporting formats and survey templates, or should contractors propose their own, and are there restrictions on storing anonymized data outside the U.S.?	CBP prefers contractors to propose their own reporting formates and survey templates.
74	SOO	Page 23, Objective 6	Performance Metrics – Are there existing CBP-defined KPIs for program success, or should contractors propose their own outcome measures?	CBP prefers contractors to propose their own KPIs for program success.
75	SOO	Page 31, Sections 5.3 & 5.4	Transition of Services – During contract transitions, will the outgoing contractor be required to transfer client records to CBP, the new vendor, or both, and how will continuity of care be managed?	This RFI is for market research purposes only and does not constitute a commitment by the Government to fund or award a contract. At this time, CBP does not have specific information regarding how service provider transitions will be handled.
76	SOO	Page 38, Sections 11.3 & 11.8	Security & Privacy Standards – What specific encryption, HIPAA compliance, and background check requirements will apply to contractor systems and personnel?	Background investigations are required for all vendor staff working at the HHSC. HIPPA compliance must always be ensured and end to end encryption standards must be maintained.

File details come from the government source that posted it. Updated Aug 22, 2025.