Attachment 1 - PWS Exhibit E - Example Performance Report Formats.pptx
PPTX presentation 1 MB Posted
- Solicitation number
- HT941026R2001
- Issued by
-
Defense Health Agency
About this file
This file is a Performance Work Statement (PWS) exhibit containing example performance report formats for the Integrated Referral Management and Appointing Center (IRMAC) Services contract with the Defense Health Agency. The document presents sample monthly and quarterly reporting templates that the contractor must use to demonstrate performance across three primary service areas: Patient Appointing Services (PAS), Referral Management Services (RMS), and Clear and Legible Report (CLR) accountability services.
The example reports demonstrate key performance metrics including inbound telephony analytics (call volume, speed of answer, percent abandoned calls, and service level achievement), call volume distribution by time of day, staffing snapshots by position type (RNs, LPNs, referral clerks, appointing clerks, and administrative personnel), and CLR processing status by military treatment facility. The February 2026 sample data shows a call center handling 29,570 calls with an overall average speed of answer of 24.30 seconds (against a 60-second standard), 2.27 percent abandoned calls, and 86.76 percent service level achievement. CLR processing reports indicate performance against a Defense Health Agency standard of uploading CLRs within three business days of return to the referring provider, with specific volume metrics tracked across four facilities (MAMC, POM, NHB, and NHCOH). This exhibit serves as a template for contractors to understand required reporting formats and performance documentation expectations for services supporting Defense Health Network Indo-Pacific Military Treatment Facilities in Hawaii and the Pacific Northwest.
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Text version
PIRMAC
February Report Healthcare Operations Directorate Puget Sound Market
CUI
Inbound Telephony – Volume / Speed of Answer
Monthly IRMAC Telephony Report – February 2026 (2/16 Holiday) Call Volume: 29570
Overall Average Speed of Answer:
24.30 Seconds
Standard: 60 Sec
Improving Health and Building Readiness. Anytime, Anywhere — Always
Inbound Telephony – Speed of Answer/Percent Abandoned Monthly IRMAC Telephony Report – February 2026 (2/16 Holiday) Overall Percent Abandoned: 2.27%
Average Speed of Answer: 24.30 Seconds
Inbound Telephony – Speed of Answer/Percent Abandoned Monthly IRMAC Telephony Report – February 2026 (2/16 Holiday) Improved WFM optimization around peak call volumes affords the call center to take minor impact to service level at lower call volume times.
Inbound Telephony – Call Volume by Time of Day Monthly IRMAC Telephony Report – February 2026 (2/16 Holiday) Service Level Met: 86.76%
DHA Ticket #s: DHACS10627266/DHACS10635858 RevCycle interruption initiated on 2/26 continued to affect on 2/27.
Inbound Telephony – Call Volume by Time of Day
Service Level Met: 86.76%
DHA Ticket #s: DHACS10627266/DHACS10635858 RevCycle interruption initiated on 2/26 continued to affect on 2/27.
Monthly IRMAC Telephony Report – February 2026 (2/16 Holiday)
Appointing, Referral and CLR Error Reporting – FEB 2026
Referral Volumes slicer No alt text provided slicer No alt text provided slicer No alt text provided slicer No alt text provided image No alt text provided image No alt text provided textbox No alt text provided pivotTable No alt text provided textbox
Business Days to Case Sent Date slicer slicer No alt text provided slicer No alt text provided slicer No alt text provided image No alt text provided image No alt text provided textbox No alt text provided pivotTable No alt text provided textbox
PIRMAC Current Staffing Snapshot As of: Feb 2026
| Positions | Current staffing | Gains | Losses |
| RNS | 2 | 0 | 0 |
| LPNS | 4 | 0 | 0 |
| Referral Clerks | 27 | 0 | 0 |
| CLR Clerks | 15 | 1 | 0 |
| Appointing Clerks | 53 | 2 | 1 |
| Administrative | 12 | 0 | 0 |
| Leads | 11 | 0 | 0 |
| Supervisors | 8 | 0 | 0 |
| Total | 132 | 3 | 1 |
PIRMAC Quarterly CLR Processing Status As of February 2026
MAMC
Volume: 13,058 CLRs Oldest Date: N/A Total > than 3 BD = 0
POM
Volume: 1,624 CLRs Oldest Date: N/A Total > than 3 BD = 0
NHB
Volume: 7,493 CLRs Oldest Date: N/A Total > than 3 BD = 0
NHCOH
Volume: 8,740 CLRs Oldest Date: N/A Total > than 3 BD = 0 DHA Standard = Upload CLR w/i 3 business days (BD) of CLR returned to the referring provider image1.png image2.png image3.png image9.png image10.png image11.png image12.png image13.png image14.png image15.png image16.png image17.png image18.png image19.png image20.png image4.png
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