Attachment 5 - Questions and Responses (CORRECTED).pdf

MEMORANDUM

Date: May 19, 2026

From: Jacob Blalock, Purchasing Agent

Subject: Questions and Answers – 75H71326Q00035 Solicitation

To: All Concerned Parties, Contract File

The following is a list of questions received regarding subject solicitation with responses:

1. To what extent will the location of the bidder's proposed location or headquarters have a bearing on any award?

Response: Per Performance Work Statement, under General Information: Services shall be performed remotely using contractor-furnished staff, systems, telephony, clinical protocols, documentation tools, reporting tools, quality controls, and management oversight. The Contractor is responsible for determining the methods, staffing model, systems, and internal quality controls necessary to meet the outcomes and performance standards stated in Performance Work Statement. The solicitation does not identify an offeror's headquarters or physical location as an evaluation factor. Services shall be performed at contractor-controlled location(s).

2. Is previous experience with any specific customer information systems, phone systems, or software required?

Response: No specific customer information system, phone system, or software is required. The PWS requires the Contractor to furnish the systems, telephony, clinical protocols, documentation tools, reporting tools, quality controls, and management oversight necessary to perform the requirement.

3. What is the minimum required total call capacity?

Response: Per Performance Work Statement, the estimated call volume is 30 to 40 calls per month. This estimate is for planning, staffing, and pricing purposes only and is not a guarantee of actual call volume. The solicitation/PWS does not establish a separate minimum total call-capacity number.

4. What is the minimum simultaneous inbound call capacity?

DEPARTMENT OF HEALTH & HUMAN

PUBLIC HEALTH

Indian Health Service Portland Area Office

1414 NW Northrup St, Suite 800 Portland, OR 97209

Response: The solicitation/PWS does not state a specific minimum simultaneous inbound call capacity. The PWS requires the Contractor to maintain staffing, scheduling, backup coverage, and supervisory oversight sufficient to prevent service gaps, busy signals, or unreasonable delays.

5. What is the maximum wait time?

Response: The solicitation/PWS does not state a numeric maximum wait time. The PWS requires performance sufficient to prevent unreasonable delays.

6. What is the maximum hold time?

Response: The solicitation/PWS does not state a numeric maximum hold time.

7. What percentage of inbound calls must be answered by a live operator?

Response: Calls involving clinical triage or nurse advice must be handled by qualified U.S. state-licensed Registered Nurses in good standing. The solicitation/PWS does not establish a separate percentage of all inbound calls that must be answered by a live operator.

8. What percentage of calls must be resolved without a transfer, second call, or a return call?

Response: The solicitation/PWS does not establish a first-call-resolution percentage or a required percentage of calls resolved without transfer, second call, or return call. If the Government establishes such a requirement, it will be issued by amendment.

9. What is the maximum percentage of calls that can be terminated by the caller without resolution?

Response: The solicitation/PWS does not establish a maximum percentage of abandoned, terminated, or unresolved calls. The PWS states that monthly reports shall include abandoned calls if tracked.

10. Is there a minimum or maximum number of operators and supervisors?

Response: Per Performance Work Statement, the Contractor is responsible for determining the methods, staffing model, systems, and internal quality controls necessary to meet the outcomes and performance standards stated in the PWS. The PWS requires sufficient staffing, scheduling, backup coverage, and supervisory oversight to prevent service gaps, busy signals, or unreasonable delays.

11. What are the recording requirements for inbound phone calls and how long must recordings be maintained?

Response: Audio call recording is not required by the solicitation/PWS, and the solicitation/PWS does not establish an audio call recording retention period. The PWS requires encounter documentation for each beneficiary call or interaction, transmitted to WOSU by a secure, HIPAA-compliant method within 24 hours after the encounter.

12. What is the current average wait time for phone calls?

Response: Wait time for phone calls varies based on when the call is received and concurrent call volume.

13. What is the current average handle time for phone calls and other types of communications?

Response: Handle time of phone calls varies based on the information requested.

14. What is the current average after-call work time for operators?

Response: After-call work time for operators varies based on when the call is received and information requested by caller.

15. Over the past year, what is the percentage of calls received in English versus non-English?

Response: The percentage of non-English language calls at this time is low (under 5%).

16. Over the past year, what percentage of calls received were in Spanish?

Response: The percentage of Spanish language calls at this time is low (under 5%).

17. What time of day, days of the week, or times of the year do calls typically peak?

Response: Per Performance Work Statement, the estimated call volume is 30 to 40 calls per month.

18. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

Response: Quotations are due no later than May 22, 2026 at 5:00 PM Pacific Time. Quotations shall be submitted electronically to jacob.blalock@ihs.gov and pao.doa@ihs.gov. The email subject line should read: 75H71326Q00035 - WOSU Nurse Advice Line Quote.

19. Why has this bid been released at this time?

Response: The RFQ has been issued for 24/7 Nurse Advice Line Services for the Western Oregon Service Unit. The anticipated base period of performance begins June 1, 2026.

20. When is the anticipated go-live date?

Response: The anticipated service start date is June 1, 2026. The PWS requires the dedicated toll-free number to be active, tested, and ready for beneficiary use by the service start date. The PWS also requires an Implementation and Transition-In Plan within 10 business days after award unless otherwise directed.

21. Can you please provide the required types of insurance bidders must have?

Response: FAR 52.237-7, Indemnification and Medical Liability Insurance, is included in the solicitation. The solicitation states that evidence of medical professional liability insurance or insurability meeting FAR 52.237-7 may be requested prior to award and that the Contractor shall maintain medical professional liability insurance of not less than $1,000,000 per specialty, per occurrence, or such higher amount as required by the Contracting Officer before award or commencement of services.

22. Can you please state the number of years of experience and references required?

Response: Per solicitation, under Evaluation Factors and Factor 2 – Past Performance, the Government will evaluate the recency and relevance of the offeror and any proposed major subcontractor experience providing comparable nurse advice line, nurse triage, medical call center, healthcare documentation, privacy/security, and reporting services.

23. The RFQ asks for a technical quotation addressing the Performance Work Statement and evaluation factors. Can the Government explain what is required to be stated?

Response: Per solicitation, under Instructions to respondents and evaluation criteria, a technical quotation addressing the Performance Work Statement and the evaluation factors is required.

The technical quotation should provide sufficient information for the Government to evaluate the quotation under Factor 1 of the RFQ’s evaluation criteria. "Factor 1 - Technical Capability and Staffing/Team Approach. The Government will evaluate the extent to which the quotation demonstrates the ability to provide uninterrupted 24/7/365 nurse advice line services; U.S. state-licensed RN staffing in good standing; evidence-based triage protocols; medical, dental, and behavioral health call support; HIPAA-compliant documentation and reporting; continuity of operations; culturally sensitive service to American Indian and Alaska Native beneficiaries; and, if applicable, an organized and enforceable prime/subcontractor or teaming arrangement. The Government may evaluate the technical capability of proposed major subcontractors or teaming partners, but the prime offeror remains responsible for all contract performance."

24. Is this a brand new contract or is there an incumbent performing these services? If not brand new, can the Government provide the current or previous contract number?

Response: The incumbent contractor is Cooperative Health Services, Inc. The current purchase order number is 75H71321P00055.

25. Confirm whether the call volume estimate of 30 to 40 calls per month is historical or projected.

Response: Per Performance Work Statement, the estimated call volume is 30 to 40 calls per month. This estimate is provided for planning, staffing, and pricing purposes only and is not a representation, warranty, or guarantee of actual call volume.

26. Must resumes for proposed personnel be submitted with the quotation? If yes, please specify any required format or supporting documentation.

Response: Per the solicitation, Offerors remain responsible for submitting a technical quotation addressing the Performance Work Statement and evaluation factors, a technical submission addressing demonstrated prior experience, a completed price quote, and a completed IEE form.

The Contractor shall verify and maintain documentation of RN licensure, disciplinary status, training, and competency, and shall provide licensure or credentialing information to the Government upon request.

27. The applicable wage determination lists RN classifications I through IV at varying rates.

Which RN classification does the Government expect offerors to use as the basis for pricing?

Response: Offerors are responsible for reviewing the applicable wage determination and pricing their proposed technical approach in accordance with the solicitation, PWS, wage determination, and applicable labor requirements. The PWS requires personnel providing clinical triage or nurse advice to be Registered Nurses licensed in a U.S. state and in good standing.

28. What are the required medical malpractice and professional liability insurance minimums for this contract? Is a per-occurrence/aggregate structure of $1M/$3M acceptable?

Response: Per solicitation, FAR 52.237-7, Indemnification and Medical Liability Insurance, is included and the Contractor shall maintain medical professional liability insurance of not less than $1,000,000 per specialty, per occurrence, or such higher amount as required by the Contracting Officer before award or commencement of services. The solicitation does not establish a separate aggregate minimum. Evidence of insurance or insurability meeting the solicitation requirements may be requested prior to award.

29. What EHR or documentation system does WOSU currently use, and what is the Government's preferred or approved secure transmission method?

Response: No specific EHR, documentation system, phone system, or software is required by the solicitation. The Contractor is responsible for furnishing the documentation tools and systems necessary to perform the requirement. Encounter documentation shall be transmitted to WOSU within 24 hours using a secure, HIPAA-compliant method approved or accepted by WOSU.

Examples of acceptable secure transmission methods may include secure facsimile/fax transmission to a WOSU-designated fax number or secure encrypted email to WOSU-designated recipient(s). These examples are not intended to limit the Contractor’s ability to propose or use another secure, HIPAA-compliant transmission method, provided the method is approved or accepted by WOSU. The Contractor shall not transmit protected health information through unauthorized channels. Specific transmission instructions and recipient information will be coordinated after award during transition-in.