Answers to Questions for RFP 25-01014_Amendment 1.docx

Amendment 1 for RFP #2025-UWMSN-01014-RFP Q1: Has the current contract gone full term?

A1: The current term will expire on 12/31/2025.

Q2: Is previous experience with any specific customer information systems, phone systems, or software required?

A2: No Q3: What is the minimum required total call capacity?

A3: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q4: What is the minimum simultaneous inbound call capacity?

A4: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q5: What is the maximum wait time?

A5: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q6: What is the maximum hold time?

A6: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q7: What percentage of calls must be resolved without a transfer, second call, or a return call?

A7: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q8: What is the maximum percentage of calls that can be terminated by the caller without resolution?

A8: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q9: Is there a minimum or maximum number of operators and supervisors?

A9: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q10: What are the required language options?

A10: Please review the RFP document. We are asking you to tell us what your capabilities are.

Q11: What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?

A11: So long as our needs can be met, our University has no issue with the call center working on other contracts.

Q12: What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)?

A12: So long as our needs can be met, our University has no issue with the operators working on other contracts.

Q13: What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

A13: Recording requirements must comply with the HIPAA Security Rule. Recordings should be maintained for 60 days following the call.

Q14: What was your average monthly call volume over the past year?

A14: The average monthly call volume is approximately 300. The call volume varies dramatically by month. Summer months (June, July, August) average volume is 100/month. In semester volume the rest of the year averages 300-500 at the highest.

Q15: What is the current number of seats for operators and supervisors at your existing call center?

A15: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q16: What are the recording and storage requirements for non-phone communications?

A16: Recording and storage requirements must comply with the HIPAA Security Rule.

Q17: What is the current average wait time for phone calls?

A17: Average RN response time is 3 minutes Q18: What is the current average handle time for phone calls and other types of communications?

A18: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q19: What is the current average after-call work time for operators?

A19: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q20: Over the past year, what is the percentage of calls received in English versus non-English?

A20: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q21: Over the past year, what percentage of calls received were in Spanish?

A21: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q22: What time of day, days of the week, or times of the year do calls typically peak?

A22: Calls tend to peak during mid fall (October).

Q23: Please reconfirm the due date for this procurement by providing it in response to answers to questions.

A23: Please review the RFP document for this information.

Q24: When is the anticipated award date?

A24: Unknown at this time. Our goal would be to award by January 1, 2026.

Q25: Can you please provide greater details regarding your bid bond and/or performance bond requirements related to this contract? For example, what is required with the proposal, and what is required to comply during the term of the contract?

A25: Please review the RFP document.

Q26: Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

A26: Please review the RFP document.

Q27: Before submitting a response, I wanted to confirm whether our services align with the requirements of this bid. We are a 100% medical after-hours answering service specializing in call triage—determining whether calls are emergent and should be escalated to the on-call provider, or routine and forwarded as messages to office staff. However, we do not employ licensed nurses. Given this scope, would our organization still be eligible to participate in the bid and be considered a viable candidate for the work?

A27: No, your company would not meet the requirements of this solicitation or offer the services we require. Licensed nurses are a must.

Q28: Will this be a single or multi-award?

A28: Our intention is to award a single supplier, however, we reserve the right to do what is in the best interest of the University.

Q29: How many hours of nurse triage services were utilized in 2023 and 2024?

A29: UW-Madison does not have this data/information, therefore, we are unable to answer this question.

Q30: What is the annual spend that is projected for the contract?

A30: UW-Madison is unable to estimate this.

Q31: Do you accept DocuSign for original signatures?

A31: Yes.

Q32: How many hours of nurse triage services do you anticipate for the 2025-2026 year?

A32: UW-Madison does not have historical data/information, therefore, we are unable to answer this question.

Q33: Please confirm the Afterhours Nurse Triage hours of operation (Monday through Sunday)?

A33:

· Friday 4:30pm through Monday 8:30am

· Monday 4:30pm through Tuesday 8:30am

· Tuesday 4:30pm through Wednesday 9:00am

· Wednesday 4:30pm through Thursday 8:30am

· Thursday 4:30pm through Friday 8:30am

· Legal holidays

· Occasion clinic closures with advanced notice Q34: What Holidays are to be covered by the Afterhours Nurse Triage Service, and what are the hours of operation on those days?

A34:

· 24hr coverage on the following holidays

· New Years Day

· MLK Day

· Memorial Day

· Independence Day

· Labor Day

· Thanksgiving

· Christmas Eve

· Christmas Day

· New Year’s Eve Q35: What is the volume of calls for the Afterhours Nurse Triage Service? - What are the anticipated volumes that would be fielded and then connected to our 24-hour mental health crisis interventions services? (Are these volumes included in the above overall volumes?)

A35: ~300 month. This includes calls routed to mental health crisis intervention services Q36: You noted ‘’Confirm that you can offer Telephone Nurse Triage Services 24 hours/7 days a week.’’ - What are the daytime volumes for the services? - What volumes are estimated for the overall volume for the 24/7/365 service?

A36: See data provided above. Average monthly volume is 300 calls/month Q37: Can University Health Services (UHS) please share further details about the expected volume in scope for this program of work, including call arrival patterns? - Call types - Percentage non-clinical vs clinical call volumes - Call volume across day of week - Any interval data (15-minute or 30-minute intervals) or a breakdown to understand what percentage of calls come in from 0700-1200, 1200-1700, 1700-2200, and 2200-0700 for example?

A37: Providing an example from April of 2024 (1 month of data). This includes calls that were both clinical and non-clinical. We do not have data specific to different time periods throughout the day.

Q38: Can the University Health Services (UHS) share further details about the current service: who provides it, is it outsourced? What does the staffing complement look like in terms of clinical/non-clinical staff and what types of roles are used for the current combination of staffing, (ie RN, Medical Assistant, LVN, Operator)?

A38: TeamHealth is our current vendor. They employ both registered nurses and receptionists (non-clinical) staff. We do not have additional information on their staffing model.

Q39: What is the overall budget for this service?

A39: UW-Madison is opting to not disclose out budget at this time.

Q40: Is University Health Services (UHS) open to offshoring?

A40: No.

Q41: Is University Health Services (UHS) open to a blended model for non-clinical and clinical resources and technology to a segment of calls?

A41: Must be a human supported service. Should not be an automated menu of options or AI interface.

Q42: Is there a vision to have the vendor access EMR or for the vendor to storge and transmit data for the service?

A42: Vendor stores then transmits record to EMR. No vendor access to EMR expected.

Q43: Does University Health Services (UHS) have an active electronic health record today, and what is it?

A43: Point and Click Q44: What EHR system does the hospital/clinic use?

A44: Point and Click Q45: Can LPNs also apply?

A45: Yes. LPNs and RNs must be using evidence-based triage guidelines and operating withing state laws governing LPN and RN scope of practice.

Q46: Wisconsin is a compact state. Are you open to accept licenses from other states?

A46: Yes. Nurses must be licensed to provide services in WI. States in the Nurse Licensure Compact (NLC) would be eligible to provide services to patients in WI.

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