75FCMC18R0005_Amendment_0001.pdf

(x)

75FCMC18R0005

x x 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 ACKNOWLEDGEMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY 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.

x

AGG/CH1

Contract Specialist Christine Hill

MACG - DSMAC

BALTIMORE MD 21244-1850

7500 SECURITY BLVD., MS: B3-30-03

CMS,OAGM,MACG,DSMAC

MAC19000804/04/20180001

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

12. ACCOUNTING AND APPROPRIATION DATA (If required) is not extended.is extended, Items 8 and 15, and returning

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: (a) By completing

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

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

FACILITY CODE CODE

10B. DATED (SEE ITEM 13)

10A. MODIFICATION OF CONTRACT/ORDER NO.

9B. DATED (SEE ITEM 11)

9A. AMENDMENT OF SOLICITATION NO.

CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

7. ADMINISTERED BY (If other than Item 6)CODE 6. ISSUED BY

PAGE OF PAGES

4. REQUISITION/PURCHASE REQ. NO.3. EFFECTIVE DATE2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO. (If applicable)

1. CONTRACT ID CODE

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

03/01/2018

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

E. IMPORTANT: Contractor is not is required to sign this document and return __________________ copies to the issuing office.

ORDER NO. IN ITEM 10A.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

The purpose of this amendment is to:

1. Update the following RFP Sections:

• F.2, Period of Performance (Jan 2014)

• G.9.(e), Technical Direction

• L.10.a.(2), Proposal Submission, Delivery and

Organization – Delivery Instructions –

Hand/Courier Delivery

• L.13.1, Proposal Organization

• L.13.5, VOLUME III, TAB D, PROGRAM MANAGEMENT,

Proposal Instructions

Continued ...

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

Craig Dash

STANDARD FORM 30 (REV. 11/2016)

Prescribed by GSA FAR (48 CFR) 53.243

Previous edition unusable

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

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

2 16

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

75FCMC18R0005/0001

• L.13.5, VOLUME III, TAB E, STAFFING PLAN,

Proposal Instructions

• L.13.5, VOLUME III, TAB F, MISSION-ESSENTIAL

FUNCTIONS, Proposal Instructions

• Section M.8, Section 508

2. Delete and replace the following RFP

Attachments:

• Attachment J.01, Statement of Work

• Attachment J.03, Small Business Subcontracting

Plan

• Attachment J.22, Basis of Estimate

• Attachment J.23, Government Provided Proposal

Assumptions

• Attachment J.28, Product Accessibility Template

(PAT)

3. Answer Offeror’s questions in response to the solicitation.

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

75FCMC18R0005 A/B MAC Jurisdiction H Amendment 0001

A. RFP Section F.2, Period of Performance (Jan 2014), is hereby amended to update the

Implementation and Base Period Periods of Performance:

FROM: The work and services hereunder shall be completed as follows:

The period of performance for completion of all work included in this contract shall be from the effective date of contract award through 12 months, plus six (6) one (1) year options as follows:

CLIN DESCRIPTION PERIOD OF PERFORMANCE

0001 Implementation Date of contract award (four months for Part A and six months for Part B)*

0002 Option - Base Period Operations Eight months for Part A and six months for Part B

0003 Option - Year 1 Operations 12 months from exercise of option

0004 Option - Year 2 Operations 12 months from exercise of option

0005 Option - Year 3 Operations 12 months from exercise of option

0006 Option - Year 4 Operations 12 months from exercise of option

0007 Option - Year 5 Operations 12 months from exercise of option

0008 Option - Year 6 Operations 12 months from exercise of option

0009 Option - Outgoing Contractor Workload Transition Activities

Not to exceed 6 months from exercise of option**

100X JH Fraud Enrollment Project TBD

*CLIN 0001 and CLIN 0002 may be overlapping periods of performance.

**This option may be exercised approximately 6 months prior to the expiration of the current year of performance.

Note: The option periods delineated above are subject to the FAR option clauses incorporated in Section I of this contract.

TO: The work and services hereunder shall be completed as follows:

The period of performance for completion of all work included in this contract shall be from the effective date of contract award through 12 months, plus six (6) one (1) year options as follows:

CLIN DESCRIPTION PERIOD OF PERFORMANCE

0001 Implementation Date of contract award (4.3 months for Part A and 5.5 months for Part B)*

0002 Option - Base Period Operations

7.7 months for Part A and 6.5 months for Part B

0003 Option - Year 1 Operations 12 months from exercise of option

0004 Option - Year 2 Operations 12 months from exercise of option

0005 Option - Year 3 Operations 12 months from exercise of option

0006 Option - Year 4 Operations 12 months from exercise of option

0007 Option - Year 5 Operations 12 months from exercise of option

0008 Option - Year 6 Operations 12 months from exercise of option

0009 Option - Outgoing Contractor Workload Transition Activities

Not to exceed 6 months from exercise of option**

100X JH Fraud Enrollment Project TBD

*CLIN 0001 and CLIN 0002 may be overlapping periods of performance.

**This option may be exercised approximately 6 months prior to the expiration of the current year of performance.

Note: The option periods delineated above are subject to the FAR option clauses incorporated in Section I of this contract.

B. RFP Section G.9.(e), Technical Direction, is hereby amended to correct an administrative error to a contract section reference:

FROM: If, in the opinion of the Contractor, any instruction or direction issued by the COR is within one (1) of the categories as defined in (l) through (4) of Section G.11, B., above, the Contractor shall notify the Contracting Officer in accordance with FAR 52.243-2, Changes-Cost Reimbursement Alt I (APR 1984).

TO: If, in the opinion of the Contractor, any instruction or direction issued by the COR is within one (1) of the categories as defined in (l) through (4) of Section G.9 (b), above, the Contractor shall notify the Contracting Officer in accordance with FAR 52.243-2, Changes-Cost Reimbursement Alt I (APR 1984).

C. RFP Section L.10.a.(2), Proposal Submission, Delivery and Organization – Delivery Instructions – Hand/Courier Delivery, is hereby amended to update the hand/courier delivery site:

FROM: Offerors are hereby advised that the place for hand/courier delivery submission of proposals will be at CMS Site at 7500 Security Blvd, Baltimore (Woodlawn), Maryland. Proposal delivery must be made to the exact location stated in this solicitation on or before the date and time specified.

For logistical purposes only, Offerors shall contact the Contract Specialist to schedule a drop-off appointment. All appointments must be scheduled prior to April 17, 2018.

Offerors shall enter the CMS single site facility through the North Gate— Dogwood Road. For security purposes Offerors shall contact the Contract Specialist, Christine Hill, with the following information at least 24 hours prior to delivery of the proposal:

1. Delivery personnel name

2. Year, make, and model of delivery vehicle

3. Approximate number of boxes

If the above information is unknown 24 hours prior to delivery, the Offeror shall provide the information as soon as it becomes available, but no later than 3 hours before proposal drop-off. Personnel will be asked to verify the above information at the North Gate-Dogwood Road entrance prior to entering the CMS complex.

Upon verification, the delivery vehicle will be directed to the CMS warehouse, where proposals will be received.

Offerors are cautioned that hand-delivered proposals are considered ‘received’ by CMS at the time and date included in the receipt signed by the Contract Specialist or designee.

TO: Offerors are hereby advised that the place for hand/courier delivery submission of proposals (CMS Site at 7111 Security Blvd, Baltimore (Woodlawn), Maryland). Proposal delivery must be made to the exact location stated in this solicitation on or before the date and time specified.

For logistical purposes only, Offerors shall contact the Contract Specialist to schedule a drop-off appointment. All appointments must be scheduled prior to April 17, 2018.

Offerors are cautioned that hand-delivered proposals are considered ‘received’ by CMS when the Offeror receives a signed receipt by the Contract Specialist or their designees indicating the time and date of proposal receipt, which will take place at the CMS warehouse.

D. RFP Section L.13.1, Proposal Organization, is hereby amended to clarify the location of the

Product Accessibility Template (PAT) in the proposal, as follows:

FROM: An Offeror must organize its Volume III, Written Technical Proposal using tabs as follows:

VOLUME III WRITTEN TECHNICAL PROPOSAL

Table of Contents Section Description Ta b

Additional Proposal Instructions &

Evaluation Criteria Table of Contents Table of Contents A L.13.2 Attestations (Attachment J.24) Key Personnel Attestation B L.13.3

Attestations (Attachment J.24) Information Security Attestation B L.13.3

Attestations (Attachment J.24) Corporate Experience Attestation B L.13.3

Past Performance Evaluation Factor Past Performance Evaluation Factor C L.13.4

Technical Approach Evaluation Factor

Program Management D L.13.5

Technical Approach Evaluation Factor

Staffing Plan E L.13.5

Technical Approach Evaluation Factor

Mission-Essential Functions

• Implementation

• Provider Enrollment

• Provider Customer Service Program

• Claims Processing

• Appeals

• Medical Review

• Audit & Reimbursement

F

L.13.5

Volume III, Tabs D through F, is limited to a total of 125 pages.

TO: An Offeror must organize its Volume III, Written Technical Proposal using tabs as follows:

VOLUME III WRITTEN TECHNICAL PROPOSAL

Table of Contents Section Description Tab

Additional Proposal Instructions &

Evaluation Criteria Table of Contents Table of Contents A L.13.2 Attestations (Attachment J.24) Key Personnel Attestation B L.13.3

Attestations (Attachment J.24) Information Security Attestation B L.13.3

Attestations (Attachment J.24) Corporate Experience Attestation B L.13.3

Past Performance Evaluation Factor Past Performance Evaluation Factor C L.13.4

Technical Approach Evaluation Factor

Program Management D L.13.5

Technical Approach Evaluation Factor

Staffing Plan E L.13.5

Technical Approach Evaluation Factor

Mission-Essential Functions

• Implementation

• Provider Enrollment

• Provider Customer Service Program

• Claims Processing

• Appeals

• Medical Review

• Audit & Reimbursement

F

L.13.5

508 Compliance Product Accessibility Template (PAT) G L.16, L.17

Volume III, Tabs D through F, is limited to a total of 125 pages.

E. RFP Section L.13.5, VOLUME III, TAB D, PROGRAM MANAGEMENT, Proposal

Instructions, is hereby amended to update the jurisdiction specific requirements as follows:

FROM:

• a description of the Offeror’s approach to accomplishing and integrating the following jurisdiction specific requirements:

Centralized Billing for Mass Immunizers (SOW C.7.1) Indian Health Services (SOW C.7.2) Veterans Affairs Medicare Equivalent Remittance Advice Project (C.7.5) Frontier Extended Stay Clinic (C.7.9) Pay for Performance Check Writing (C.7.10) High Risk Fraud & Abuse Areas (C.7.19) Fraud Enrollment Project (SOW Attachment J.26)

TO:

• a description of the Offeror’s approach to accomplishing and integrating the following jurisdiction specific requirements:

Centralized Billing for Mass Immunizers (SOW C.7.1) Indian Health Services (SOW C.7.2) Veterans Affairs Medicare Equivalent Remittance Advice Project (C.7.5) High Risk Fraud & Abuse Areas (C.7.19) Fraud Enrollment Project (SOW Attachment J.26)

F. RFP Section L.13.5, VOLUME III, TAB E, STAFFING PLAN, Proposal Instructions, is hereby amended to update language as follows:

FROM: VOLUME III, TAB E, STAFFING PLAN, Proposal Instructions The Offeror shall submit a staffing plan that outlines the TOTAL proposed staffing (inclusive of existing staff, new hires, direct labor, inter-organizational transfers, subcontracts, etc., as applicable) to perform the work from implementation through contract end. The Offeror shall, at a minimum, provide the following information:

• Identify the total number of FTEs at the CLIN/SLIN level (total FTEs by SLIN totals, no WBS breakouts) for all CLINs (CLINs 0001 – 0008).

• Provide an overview of all proposed sources of staffing (i.e. new hires, subcontracts, inter-organizational transfers, teaming arrangement, etc.), inclusive of total number of FTEs per source, from contract award through final cutover to full operations (end of CLIN 0001).

• Identify the proposed operational sites for the contract, inclusive of the work/SOW function to be performed at each location and total FTEs at each site for CLINs 0002 and 0003.

• Identify the total number of FTEs required for CLINs 0002 (Base) and 0003

(Option 1) of the contract across the prime and subcontractor(s) broken out by labor category at the third level of the WBS (e.g., C.5.5, C.5.8, etc.), at a minimum, with staffing for Audit and Reimbursement separate from C.5.11 at the fourth WBS level (C.5.11.3.).

• Identify the number of new hires, required for CLINs 0002 (base year) and

0003 (Option Year 1) of the contract, broken out by labor category and function across the prime and subcontractor(s) at the third level of the WBS (e.g., C.5.5, C.5.8, etc.) at a minimum, with staffing for Audit and Reimbursement separate from C.5.11 at the fourth WBS level (C.5.11.3).

• Provide a detailed timeline for recruiting and training staff prior to beginning operations. The timelines should be broken out by business function and should indicate timeframes associated with each stage of recruiting and training staff for each business function.

For each mission-essential function listed below in items (A)-(F), the Offeror shall separately provide the staffing information described in items (1) – (3).

A. Provider Enrollment, Section C.5.5 of the SOW B. Provider Customer Service Program, Section C.5.7 of the SOW C. Claims, Section C.5.8 of the SOW D. Appeals Sections C.5.9 and C.5.10 of the SOW E. Medical Review, Section C.5.12 of the SOW F. Audit and Reimbursement, Section C.5.11.3 of the SOW

1. TOTAL STAFF. The Offeror shall describe the total number of FTEs by labor category to perform the Offeror’s proposed technical approach. In describing the total proposed staff, the Offeror shall respond to the following questions:

a. What was proposed, in the past to do this work, related to total number of hours, skill mix and, productivity required?

As part of this response, the Offeror is requested to identify the “historic” baseline contract(s) and periods used and provide an explanation for any “historic” baseline period used by the Offeror that spans less than 12 consecutive months.

b. What is proposed total number of hours, skill mix, and productivity proposed to do the work for this contract?

As part of this response, the Offeror is requested to provide a full rationale for any adjustment to the CMS-provided workload assumptions, including any “derived workloads.”

c. What changes have been made to the historic/baseline total number of hours, skill mix and productivity and why? As part of this response, the Offeror is requested to:

• focus its detailed explanation of productivity changes on any proposed increase of more than 4% between the “historic” level and the proposed CLIN 0003 level.

• fully identify and explain any substitutions to lower skilled labor categories (e.g., junior auditors) from more highly skilled labor categories (e.g., senior auditors), when moving from the Offeror’s historic approach to its proposed approach.

• describe any changes to its proposed productivity from the start of operations to contract end, and describe how its proposed approach results in those changes.

d. Describe how the proposed total number of hours and skill mix will result in quality performance for this contract?

• In responding to the above “total staff” questions, the Offeror shall refer to its proposed total number of hours and skill mix in CLIN 0003 (Option Year 1) when making a comparison to its historic staffing experience for all functions. The Offeror shall focus its detailed explanation of changes of 4% (increase or decrease) between the “historic” total number of hours and the proposed total number of hours, when adjusted for workload differences.

2. MANAGEMENT OF STAFF. Describe the proposed approach to manage the staff on the contract to ensure seamless operations, quality performance, and continuity of operations throughout the contract life cycle. This includes not only ongoing, steady-state operations, but also the proposed approach during times of unexpected or increased workloads and/or when attrition occurs. The Offeror shall identify the location of any proposed facilities and the mission-essential functions to be performed at each location.

The Offeror shall provide both its historical and proposed numbers of management and staff for each mission essential function. (The Offeror shall use the same historical basis for the management and staff numbers as it used for total staff (#1) above for each mission-essential function.) The Offeror shall also specify the location of the management responsible for the staff performing each mission-essential function at each facility. Note:

If the Offeror accounts for management effort as anything other than direct labor hours, it should still clearly describe both its historical and proposed management effort for each mission-essential function so that the government can determine any substantial changes to management approach and span of control for each mission-essential function.

3. SOURCES OF STAFF. Describe the experience of the proposed staff for the function, by labor category. In describing this experience:

• Identify and clearly define the source of that experience, such as existing staff, new hires, subcontracts, inter-organizational transfers, teaming arrangement, etc.), inclusive of the total FTEs by source, and

• Describe the type of experience such as performed the same Medicare work, performed different Medicare work, performed different non-Medicare work, etc. and years of Medicare experience or other non-Medicare experience.

In addition, and only applicable to the mission-essential SOW areas described above, describe the approach for obtaining the proposed staff by presenting the following information:

1. New Hire Recruitment Strategy. For any new hires, describe the proposed recruitment strategy for attracting quality staff for the function, inclusive of timelines, from contract award to cutover and throughout operations.

2. New Hire Training Program. The Offeror shall describe from contract award through cutover to the start of operations the function-specific training approach and the timeframes associated with training new hires to ensure that proposed staff are ready to perform work successfully on day one of operations. The Offeror shall also provide the training approach and timeframes to be used throughout the life of the contract to train new hires.

3. Transfer Strategy. Transfer Strategy and Training Program. For any proposed staff transfers from other contracts held by the Offeror or from other MAC contracts held by another MAC, describe the approach and timeframes associated with transferring and training this staff (including any necessary retraining for any personnel that will perform additional or new/different job duties than they currently perform) to ensure that proposed staff will be successfully moved from an existing contract (without disruption of contract services) and ready to perform work successfully on day one of operations.

TO: VOLUME III, TAB E, STAFFING PLAN, Proposal Instructions The Offeror shall submit a staffing plan that outlines the TOTAL proposed staffing (inclusive of existing staff, new hires, direct labor, inter-organizational transfers, subcontracts, etc., as applicable) to perform the work from implementation through contract end. In other words, the TOTAL proposed staffing should include all the staff needed to perform the SOW functions, including those accounted for as direct labor, as well as those that may be accounted for within other cost categories, such as Other Direct Cost (ODCs), Overhead, or General & Administrative. The Offeror shall, at a minimum, provide the following information:

• Identify the total number of FTEs and hours at the CLIN/SLIN level (total FTEs and hours by SLIN totals, no WBS breakouts) for all CLINs (CLINs 0001 – 0008).

• Provide an overview of all proposed sources of staffing (i.e. new hires, subcontracts, inter-organizational transfers, teaming arrangement, etc.), inclusive of total number of FTEs and hours per source, from contract award through final cutover to full operations (end of CLIN 0001).

• Identify the proposed operational sites for the contract, inclusive of the work/SOW function to be performed at each location and total FTEs and hours at each site for CLINs 0002 and 0003.

• Identify the total number of FTEs and hours required for CLINs 0002

(Base) and 0003 (Option 1) of the contract across the prime and subcontractor(s), and any other proposed staffing sources, such as interorganizational transfers, broken out by labor category at the third level of the WBS (e.g., C.5.5, C.5.8, etc.), at a minimum, with staffing for Audit and Reimbursement separate from C.5.11 at the fourth WBS level (C.5.11.3.).

• Identify the number of new hire FTEs and hours, required for CLINs 0002 (base year) and 0003 (Option Year 1) of the contract, broken out by labor category and function across the prime and subcontractor(s) at the third level of the WBS (e.g., C.5.5, C.5.8, etc.) at a minimum, with staffing for Audit and Reimbursement separate from C.5.11 at the fourth WBS level (C.5.11.3).

• Provide a detailed timeline for recruiting and training staff prior to beginning operations. The timelines should be broken out by business function and should indicate timeframes associated with each stage of recruiting and training staff for each business function.

For each mission-essential function listed below in items (A)-(F), the Offeror shall separately provide the staffing information described in items (1) – (3).

A. Provider Enrollment, Section C.5.5 of the SOW B. Provider Customer Service Program, Section C.5.7 of the SOW C. Claims, Section C.5.8 of the SOW D. Appeals Sections C.5.9 and C.5.10 of the SOW E. Medical Review, Section C.5.12 of the SOW F. Audit and Reimbursement, Section C.5.11.3 of the SOW

1. TOTAL STAFF. The Offeror shall describe the total number of FTEs and hours by labor category to perform the Offeror’s proposed technical approach. In describing the total proposed staff, the Offeror shall respond to the following questions:

a. What was the total number of FTEs and hours, skill mix and, productivity required to do this work in the past?

As part of this response, the Offeror is requested to identify the “historic” baseline contract(s) and periods used and provide an explanation for any “historic” baseline period used by the Offeror that spans less than 12 consecutive months.

b. What is the total number of FTEs and hours, skill mix, and productivity proposed to do the work for this contract?

As part of this response, the Offeror is requested to provide a full rationale for any adjustment to the CMS-provided workload assumptions, including any “derived workloads.”

c. What changes have been made to the historic/baseline total number of FTEs and hours, skill mix and productivity and why? As part of this response, the Offeror is requested to:

• focus its detailed explanation of productivity changes on any proposed increase of more than 4% between the “historic” level and the proposed CLIN 0003 level.

• fully identify and explain any substitutions to lower skilled labor categories

(e.g., junior auditors) from more highly skilled labor categories (e.g., senior auditors), when moving from the Offeror’s historic approach to its proposed approach.

• describe any changes to its proposed productivity from the start of operations to contract end, and describe how its proposed approach results in those changes.

d. Describe how the proposed total number of FTEs and hours and skill mix will result in quality performance for this contract?

• In responding to the above “total staff” questions, the Offeror shall refer to its proposed total number of FTEs and hours and skill mix in CLIN 0003 (Option Year 1) when making a comparison to its historic staffing experience for all functions. The Offeror shall focus its detailed explanation of changes of 4% (increase or decrease) between the “historic” total number of FTEs and hours and the proposed total number of FTEs and hours, when adjusted for workload differences.

2. MANAGEMENT OF STAFF. Describe the proposed approach to manage the staff on the contract to ensure seamless operations, quality performance, and continuity of operations throughout the contract life cycle. This includes not only ongoing, steady-state operations, but also the proposed approach during times of unexpected or increased workloads and/or when attrition occurs. The Offeror shall identify the location of any proposed facilities and the mission-essential functions to be performed at each location.

The Offeror shall provide both its historical and proposed numbers of management and staff for each mission essential function. (The Offeror shall use the same historical basis for the management and staff numbers as it used for total staff (#1) above for each mission- essential function.) The Offeror shall also specify the location of the management responsible for the staff performing each mission-essential function at each facility. Note: If the Offeror accounts for management effort as anything other than direct labor hours, it should still clearly describe both its historical and proposed management effort for each mission-essential function so that the government can determine any substantial changes to management approach and span of control for each mission-essential function.

3. SOURCES OF STAFF. Describe the experience of the proposed staff for the function, by labor category. In describing this experience:

• Identify and clearly define the source of that experience, such as existing staff, new hires, subcontracts, inter-organizational transfers, teaming arrangement, etc.), inclusive of the total FTEs and hours by source, and

• Describe the type of experience such as performed the same Medicare work, performed different Medicare work, performed different non-Medicare work, etc.

and years of Medicare experience or other non-Medicare experience.

In addition, and only applicable to the mission-essential SOW areas described above, describe the approach for obtaining the proposed staff by presenting the following information:

1. New Hire Recruitment Strategy. For any new hires, describe the proposed recruitment strategy for attracting quality staff for the function, inclusive of timelines, from contract award to cutover and throughout operations.

2. New Hire Training Program. The Offeror shall describe from contract award through cutover to the start of operations the function-specific training approach and the timeframes associated with training new hires to ensure that proposed staff are ready to perform work successfully on day one of operations. The Offeror shall also provide the training approach and timeframes to be used throughout the life of the contract to train new hires.

3. Transfer Strategy. Transfer Strategy and Training Program. For any proposed staff transfers from other contracts held by the Offeror or from other MAC contracts held by another MAC, describe the approach and timeframes associated with transferring and training this staff (including any necessary retraining for any personnel that will perform additional or new/different job duties than they currently perform) to ensure that proposed staff will be successfully moved from an existing contract (without disruption of contract services) and ready to perform work successfully on day one of operations.

G. RFP Section L.13.5, VOLUME III, TAB F, MISSION-ESSENTIAL FUNCTIONS, Proposal

Instructions, is hereby amended to update language as follows:

FROM: Provider Customer Service Program (PCSP)

• Describe your proposed approach to handling provider telephone and written inquiries, including Appeals, EDI, and Provider Enrollment to ensure quality service to providers while meeting the performance and quality standards for the Provider Contact Center.

• Describe your proposed approach to using technology to enhance the Offeror’s PCSP, including a description of the self-service technologies that will be made available to the provider community, the information available and the rationale for offering each, as well as how the use of any self-service options will be promoted. Include the total proposed self-service rate, as well as the individual self-service rate for each self-service technology proposed.

• Describe your proposed approach to achieve a comprehensive, coordinated, and integrated

PCSP and how the PCSP will be integrated both internally within the organization and externally with stakeholders.

• Describe your proposed approach to assessing the unique educational needs of the providers in the solicited Jurisdiction, as well as the approach for disseminating timely, accurate, and relevant information.

• Complete and include the following Table. Offerors that propose to apply the CMS-provided estimates for CSR-handled provider telephone inquiries (shown in Row C of the Table as well as in Attachment J.22, Basis of Estimate, Row 115, Column F) need only complete Row E (CMS has pre-filled Rows A through D). Offerors that propose to adjust (overwrite or derive) the CMS-provided workloads for CSR-handle provider calls must complete the Table in full (fill in Rows E through K), and provide the required narrative explanation. Further, such Offerors must provide conforming data in the BOE, in keeping with the BOE instructions). Finally, Offerors must align their staffing plans under Tab E to their proposed workloads for CSR-handled provider telephone inquiries.

TO: Provider Customer Service Program (PCSP)

• Describe your proposed approach to handling provider telephone and written inquiries, including Appeals, EDI, and Provider Enrollment to ensure quality service to providers while meeting the performance and quality standards for the Provider Contact Center.

• Describe your proposed approach to using technology to enhance the Offeror’s PCSP, including a description of the self-service technologies that will be made available to the provider community, the information available and the rationale for offering each, as well as how the use of any self-service options will be promoted. Include the total proposed self- service rate, as well as the individual self-service rate for each self-service technology proposed.

• Describe your proposed approach to achieve a comprehensive, coordinated, and integrated PCSP and how the PCSP will be integrated both internally within the organization and externally with stakeholders.

• Describe your proposed approach to assessing the unique educational needs of the providers in the solicited Jurisdiction, as well as the approach for disseminating timely, accurate, and relevant information.

• Complete and include the following Table. Offerors that propose to apply the CMS-provided workload estimates for CSR-handled provider telephone inquiries (shown in Row C of the Table as well as in Attachment J.22, Basis of Estimate, Row 115, Column F) need only complete Row E (CMS has pre-filled Rows A through D) and submit only Rows A through E as part of its proposal. In this case the Offeror must also clearly confirm (in this section of the proposal) that its technical approach and staffing plan are based on the CMS-provided workload estimates for CSR-handled inquiries. Offerors that propose to adjust (overwrite or derive) the CMS-provided workloads for CSR-handle provider calls must complete Rows E through K and submit the table in full, Rows A through K, and also provide the required narrative explanation. Further, such Offerors must provide conforming data in the BOE, in keeping with the BOE instructions. Finally, Offerors must align their staffing plans under Tab E to their proposed workloads for CSR-handled provider telephone inquiries.

H. RFP Section M.8, Section 508, is hereby amended to update instructions:

FROM: In accordance with the terms of the Provision entitled "Electronic and Information

Technology Accessibility" HHSAR Provision No. 352.239-73 (December 18, 2015), the Government is seeking to determine Offerors ability to adequately address Section 508 accessibility standards. Offeror shall complete a Product Accessibility Template (PAT) [See Attachment J.28].

TO: In accordance with the terms of the Provision entitled "Electronic and Information

Technology Accessibility" HHSAR Provision No. 352.239-73 (December 18, 2015), the Government is seeking to determine Offerors ability to adequately address Section 508 accessibility standards. Offeror shall complete a Product Accessibility Template (PAT) [See Attachment J.28]. Attachment J.28 shall be included as part of Volume III (the Technical Proposal) as the final tab (Tab G). To reiterate, the PAT is not included in the page count.

I. The following RFP attachments are hereby deleted and replaced in entirety:

• Attachment J.01, Statement of Work

• Attachment J.03, Small Business Subcontracting Plan

• Attachment J.22, Basis of Estimate

• Attachment J.23, Government Provided Proposal Assumptions

• Attachment J.28, Product Accessibility Template (PAT)

J. Answers in response to Offeror’s questions submitted pursuant to RFP, Section L.8, Solicitation Questions, are provided as an attachment to this amendment.

END OF MODIFICATION