Attachment 2 - DHA_PWS_Hospital Telephone Switchboard Operator.pdf

DHA PWS Template V13 November 16, 2021

Department of Defense Defense Health Agency

Performance Work Statement

Hospital Telephone Switchboard Operator Services and Call Center Support Services

Walter Reed National Military Medical Center

Walter Reed National Military Medical Center, Bethesda, MD

Solicitation Number:

Version:

Date:

PART 1

1.0 GENERAL INFORMATION

1.1 This is a Non-Personal Services contract to provide Hospital Telephone Switchboard Operator Services and Call Center Support to Walter Reed National Military Medical Center (WRNMMC). The services will be provided at a site determined by the contractor with the concurrence of the government.

1.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform service as defined in this Performance Work Statement except for those items specified as government furnished property and services.

1.3 Background: Mission: The mission of the Walter Reed National Military Medical Center is to maximize operational readiness and keep the uniformed services fit to fight, deliver quality primary and tertiary care in a customer focused environment, provide distinguished undergraduate and graduate medical education, professional education and research, develop and export innovations in healthcare services and informatics, and serve as the President’s Hospital.

Walter Reed National Military Medical Center is recognized as the finest establishment in the world for the teaching and practice of military medicine and a center of excellence for ambulatory care, critical care, and women’s health.

Vision: Walter Reed National Military Medical Center is America's academic health center and the global leader for military medical readiness, providing extraordinary care to those we are privileged to serve.

1.4 Objectives: The services consist of:

Operators shall be located at the Contractor’s proposed location or locations. During inclement weather and emergency situations operators may work from alternate locations in accordance with an approved COOP Plan, as approved by the COR.

The Contractor will provide 24-hour coverage 365 days per year (including federal holidays), industry best practice Telephone Operator Service for WRNMMC with a service level standard of 90%; that is 90% of callers should not wait longer than 20 seconds before speaking with an agent. Average wait time before an agent makes initial contact with the caller should be 5 seconds or less. Average hold time shall be less than 3 minutes per call.

These targets will be measured after the customer makes a selection and will not include the duration of recorded greetings.

The services shall be compliant with section 508 of the Rehabilitation Act of 1973.

The Hospital Telephone Operator Service shall provide the following, but is not limited to the following: Providing directory assistance using a current telephone listing of department/ward/clinic/service telephone numbers; providing paging services utilizing current on-call rosters for both individual providers and department/ward/clinic/service on-call rosters; During normal duty hours 0730-1600, callers who desire to speak to a particular clinic or provider shall be transferred to the clinic telephone number. In the event that a clinic telephone number is unavailable for 45 seconds, the operator will transfer the caller to a clinic “hot line” number via a blind transfer so that the caller does not see the internal hot line number; Before and after duty hours, from 1601 to 0729, callers requesting to contact a clinic or a provider shall be assisted by the Hospital Telephone Operator Service by paging the provider requested or the respective clinic’s on-call provider at all times (24 hours per day/365 days per year). Paging shall be accomplished using the Government –provided web portal to which the Contractor staff will be given access.

Contractor shall provide Call Center/Appointment support services to the Assistant Chief of Staff (ACoS), National Intrepid Center of Excellence (NICoE) and Directorate of Healthcare Operations for the Walter Reed National Military Medical Center, Bethesda, Maryland.

1.5 Scope: Hospital Telephone Switchboard Operator Services. Services include the best commercial practices in conjunction with Defense Health Agency (DHA) directives and parameters to produce efficient Hospital Telephone Operator Services for the Government. The contractor shall accomplish a comprehensive solution including all necessary equipment, licenses, facilities, site, personnel, and supervision for the WRNMMC Hospital Telephone Switchboard Operator Services that will proactively receive, transfer, assess, track, and monitor all inbound calls.

Call Center/Appointment Support Services. Services to be provided to the Assistant Chief of Staff (ACoS), National Intrepid Center of Excellence (NICoE) and Directorate of Healthcare Operations for the Walter Reed National Military Medical Center, Bethesda, Maryland, as described in PART 5 of this PWS.

1.6 Period of Performance (PoP): 01 April 2025 – 30 September 2026

1.6.1 Transition: Transition-in/transition-out period

1.6.1.1 Transition-in period: The contractor shall comply with transition-in requirements of the DHA, as listed in paragraph 1.11.1, for contractors needing to be issued Common Access Card (CAC) identification, including Department of Defense (DoD) and DHA-directed training and forms submission, prior to network access.

1.6.1.2 Transition-out period: The transition-out plan shall facilitate the accomplishment of a seamless transition from the incumbent to an incoming contractor/Government personnel at the expiration of the contract.

1.6.1.2.1 The contractor shall comply with transition-out requirements of the DHA for contractors who have been issued a CAC or who generate “records”, as defined by DoD (records manual), including DoD-directed disposition of records, and others displayed on the In/Out (I/O) Processing Portal.

1.7 Administrative specifications

1.7.1 Place of performance: Place of performance: The work is to be performed offsite of

WRNCMMC at a location determined to by the contractor and with the concurrence of the government. During inclement weather and emergency situations may work from alternate locations in accordance with an approved COOP Plan, as approved by the COR.

1.7.2 Recognized Federal holidays: The contractor is required to perform services on the following holidays.

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Juneteenth Day Christmas Day Independence Day

1.7.3 Hours of operation: Hospital Telephone Switchboard Operator Services work is to be performed 24/7/365 unless otherwise authorized by the Contracting Officer Representative (COR) or Government Department Lead. Call Center/Appointment support services are to be conducted Monday through Friday on a schedule to be determined by the Assistant Chief of Staff (ACoS), National Intrepid Center of Excellence (NICoE) and Directorate of Healthcare Operations for the Walter Reed National Military Medical Center, Bethesda, Maryland. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

1.7.4 Emergency Services: On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours.

1.8 Contractor travel: Reserved.

1.9 Other Direct Costs (ODC): Reserved.

1.10 Quality

1.10.1 Quality Control (QC): The contractor shall develop and maintain an effective QC program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services. The contractor’s QC program is the means by which the work complies with stated requirements. Within thirty calendar days after contract award, three copies of a comprehensive written QCP shall be submitted to the COR and within 5 working days when changes are made thereafter. After acceptance of the Quality Control Plan (QCP) the contractor shall receive the CO’s acceptance in writing of any proposed change to his QC system. See Part 7, Technical Exhibit 1 - CDRL A001.

1.10.2 Quality assurance (QA): The government will evaluate the contractor’s performance under this contract in accordance with the Performance Requirements Summary (PRS) and the Quality Assurance Surveillance Plan (QASP). Refer to Part 7, Exhibits 1 and 2. The QA plan shall provide a systematic method for the Government to evaluate performance and to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). The monthly reports provided by the contractor shall include as a minimum the contractor’s summary of its QA plan as well as the following statistics for the applicable month of service:

Total Number of Calls Total Calls Answered Total Abandoned Total Redirected Total Disconnected Types of Calls Number of Calls Transferred Number of Paging Number of TDD Average Length of Calls Average Hold Times Answer Call Percentage Average Speed of Answer Percentage of Callers Waiting less than 20 Seconds Service Uptime

1.11 Contractor personnel

1.11.1 CAC requirements: For all contractors who will work in Government facilities, the Facilities Security Officer (FSO)/Company's Security point of contact (POC) will provide the Government all the required information per the DHA CAC request process current version 2.1, January 2018, or more recent when updated. See process attached at Part 7 Section 7.1.1 of the PWS. A CAC is the standard identification for eligible DoD contractor personnel.

The contractor personnel shall complete an SF-86 Questionnaire for National Security Positions (or equivalent OPM investigative product) as well as other applicable forms are detailed in Part 6 of the TO PWS. MSS Personnel on this task order shall be required to be U.S. citizens.

The following documents are required to initiate a Tier 3 investigation:

a. WRNMMC PSO Prospective Employee Profile Sheet (Incomplete and/or illegible documents will NOT be accepted)

b. Two original Fingerprint Cards taken on FD-258 fingerprint forms.

c. Copy of Driver's License or Government issued ID card.

d. If born outside of the U.S. proof of Citizenship

The HCW shall complete an SF-86 Questionnaire for National Security Positions (or equivalent OPM investigative product). Once the candidate completes the questionnaire, he/she will be asked to certify the application and release the application to the security office (the security manager is not able to access the application for review until it is released). Before submitting the questionnaire, the candidate should make a copy for their records.

The review of all documentation including the results of the fingerprints given by OPM will be conducted by the security office. Fingerprint cards are mailed to OPM by the security office.

Once the review is completed an email will be sent with the approval/disapproval of an interim while the investigation is ongoing to the COR.

1.11.1.1 The contractor shall return all CACs to the COR upon the departure of the contractor(s).

1.11.2 Contractor onboarding and training. The contractor shall complete all requirements, training, and forms as prescribed in the following requirements:

1.11.2.1 The DHA’s “Onboarding Checklist for Contractor Employees” Reserved

1.11.2.2 The DHA’s contractor training instructions embedded at Part 7 Section 7.1.2. Reserved

1.11.2.3 The contractor shall comply with onboarding requirements of the DHA for contractors needing to be issued CAC identification, including DoD- and DHA-directed training and forms submission, prior to network access. Reserved

1.11.2.4 The DHA’s new employee handbook at Part 7 Section 7.1.4.

1.11.3 Physical Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.11.4 Key control: Reserved.

1.11.5 Lock combinations: Reserved.

1.12 Key personnel (Contractor): Reserved.

1.13 Data rights: Reserved.

1.14 Reporting

1.14.1 Contractor Manpower Reporting (CMR): Reserved.

1.14.2 Non-Disclosure Agreement (NDA): All contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA contractor NDA (DHA Form 49) prior to beginning work on the subject contract. The contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. Assignment of staff who has not executed this statement or failure to adhere to this statement shall constitute default on the part of the contractor. The contractor shall maintain originally signed NDAs of individual employees and provide copy to the COR.

1.14.3 Government’s COR: The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor contractor's performance and notifies both the CO and contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.14.4 Post award conference/periodic progress meetings: The contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance.

At these meetings the CO will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.15 Contractor Identification

1.15.1 Contractor personnel performing services in a contractor capacity in a Government facility are required to possess and wear an identification badge that displays his or her name and the name of their company. All contractor personnel shall identify themselves as contractor support personnel in all forms of communication with all entities with whom DHA/Deputy Assistant Director for Acquisition (DAD-A)/Head of the Contracting Activity (HCA) has business dealings. The contractor shall: Answer all telephone calls and have a personalized voice message with an introductory statement that includes the fact that the person is contractor support personnel. Ensure all those with whom the person interacts in any face-to-face dealings while supporting the DAD-A understands that the person is contractor support personnel.

Include a title block in all emails that states the fact that the person is contractor support personnel. Ensure all those with whom the person interacts in any face-to-face dealings while supporting DHA/DAD-A/HCA understands that the person is contractor support personnel.

1.15.2 Contractor personnel will be required to attend meetings or otherwise communicate with Government and/or other contract representatives to meet the requirements of this order.

Contractor personnel shall make their contractor status known during introductions.

1.15.3 Contractor personnel, while performing in a contractor capacity, are prohibited from using their retired or reserve component military rank or title in any written or verbal communications associated with the contracts in which they provide services.

1.16 Contractor Access to Health Affairs (HA)/DHA Network(s)

1.16.1 FSO/Company's Security POC shall notify the DHA Personnel Security Office after being awarded a contract that requires access to a DoD system (If applicable, if not delete 1.16.1 and 1.16.2 and replace to 1.16 Reserved). Contractor personnel requiring access to the HA/DHA networks for performance of their tasks require a background investigation and the security awareness training. The contractor shall be prepared for this process as it could take two (2) or more weeks. The FSO/Security POC shall submit a Standard Form (SF) 85/86 to DHA's Personnel Security Office for a background investigation.

1.16.2 Company's FSO/Security POC must notify the Personnel Security Office when the contractor has submitted the SF-85/86. The FSO/Security POC, or the COR must notify the DHA Personnel Security Office in writing of a contractor's termination from the contract, including the termination date.

1.17 Personnel Security

1.17.1 The contractor shall comply with DoD 8570.01-M, “Information Assurance Workforce Improvement Program, CH4” November 10, 2015 as amended; 8500.01, “Cybersecurity”, dated March 14, 2014; DoD Manual (DoDM) 6025.18, “Implementation of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule Compliance in DoD Health Care Programs” dated March 3, 2019, Department of Defense Instruction (DoDI) 6025.18 “HIPAA Privacy Rule Compliance in DoD Health Care Programs”, dated March 13, 2019; and DoDM

5200.02 “Procedures for the DoD Personnel Security Program (PSP),” incorporation change 3, effective September 24, 2020. Contractor responsibilities for ensuring personnel security include, but are not limited to, meeting the following requirements:

1.17.1.1 Follow the DHA Personnel Security Office guidelines for submittal of security clearances. Contact the DHA Personnel Security Office for guidance on the appropriate background investigation required for personnel on the contract. The DHA Personnel Security Office can be reached at (703) 275-6038.

1.17.1.2 Initiate, maintain, and document personnel security investigations appropriate to the individual’s responsibilities and required access to Controlled Unclassified Information (CUI).

1.17.1.3 DHA Personnel Security Office does not deny any access to any automated information system (AIS), network, or Controlled Unclassified Information (CUI). If a contractor receives an unfavorable background investigation, the request for access will be sent back to the FSO for further action. Any unfavorable adjudication will result in DHA Personnel Security Office not signing off on any access request.

PART 2

2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE

PUBLICATIONS/INSTRUCTIONS

2.1 Definitions:

2.1.1 Category D: Information Technology (IT) and Telecommunications Services (called D- Services)

2.1.2 Category R: Support (Professional/Administrative/Management) Services (called R- Services)

2.1.3 Contracting Officer (CO): A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

2.1.4 Contracting Officer’s Representative (COR): An individual, including a contracting officer’s technical representative (COTR), designated and authorized in writing by the CO to perform specific technical or administrative functions. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 Nonpersonal services contract: a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance. The Government may either prepare the QASP or require the offerors to submit a proposed quality assurance surveillance plan for the Government’s consideration in development of the Government’s plan.

2.2 Acronyms:

AIS Automated Information System APL Approved Products List APL AQL Acceptable Quality Level ARRT Acquisition Requirements Roadmap Tool ATO Authority to Operate B2B Business-2-Business CAC Common Access Card CAP Cloud Access Point CCEVS Common Criteria Cybersecurity Evaluation and Validation Scheme CDI Covered Defense Information

CE Computer Environment CDRL Contract Data Requirement List CIO Chief Information Officer CJCSM Chairman of the Joint Chiefs of Staff Manual CMMC Cybersecurity Maturity Model Certification CMR Contractor Manpower Reporting CNSSI Committee on National Security Systems Instruction CO Contracting Officer(s) CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer Representative COTR Contracting Officer's Technical Representative CSP Cloud Service Provider CSSP Cyber Security Service Provider CUI Controlled Unclassified Information DAD-A Deputy Assistant Director for Acquisition DC3 DoD Cyber Crime Center DD Form 254 Department of Defense Contract Security Requirement List (if applicable) DB Design-Build DBB Design-Bid-Build DFARS Defense Federal Acquisition Regulation Supplement DHA Defense Health Agency DISA Defense Information System Agency DoD Department of Defense DoDD Department of Defense Directive DoDI Department of Defense Instruction DSAs Data Sharing Agreements DSAA Data Sharing Agreement Application DMZ Demilitarized Zone DoDM Department of Defense Manual DPCLO DHA Privacy and Civil Liberties Office DUA Data Use Agreement eMSM Enhanced Multi-Service Markets EULA End User License Agreement EVM Earned Value Management FAR Federal Acquisition Regulation FCI Federal contract information FE Facilities Enterprise FedRAMP Federal Risk Authorization and Management Program FISMA Federal Information Security Modernization Act FRCS Facility Related Control Systems FSO Facilities Security Officer HA Health Affairs HIPAA Health Insurance Portability and Accountability Act HCA Head of the Contracting Activity HIT Health Information Technology IGCE Independent Government Cost Estimate

IA Information Assurance IO Initial Outfitting I/O In/Out Processing Portal IPv Internet Protocol Version IS Information System ISP Internet Service Provider IT Information Technology ISCM Information Security Continuous Monitoring IV&V Independent Verification & Validation MedCOI Medical Community of Interest MHS Military Health System MIL-STD Military Standard MTFs Military Treatment Facilities NCR National Capitol Region NDA Non-Disclosure Agreement NIAP National Information Assurance Partnership NIST National Institute of Standards and Technology OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs OPM Office of Personal Management OSD Office of the Secretary of Defense P-ATO Personal Authorization to Operate P&R Personnel and Readiness PGI Procedures, Guidance and Information PDT Project Delivery Team PHI Protected Health Information PII Personally Identifiable Information PIT Platform Information Technology PK Public Key PKI Public Key Infrastructure POA&M Plan of Action and Milestones POC Point of Contact PMO Program Management Office PoP Period of Performance PP Personal Property PPSM Ports, Protocols, and Services Management PRS Performance Requirements Summary PSP Personnel Security Program PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Plan RFP Request for Proposal RFQ Request for Quotation

RMF Risk Management Framework SP Special Publication SPRS Supplier Performance Risk System SRM Sustainment, Restoration and Modernization SRG Security Requirements Guides STIG Security Technical Implementation Guides TOS Terms of Service US United States UFC Unified Facilities Criteria VPN Virtual Private Network XML Extensible Markup Language

2.3 Applicable Publications, DHA Administrative Instructions (AI), etc. Reserved.

PART 3

3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

The Requiring Activity Authority has assessed the need for Government Furnished Property, Equipment, and Services and determined:

3.1 Services: The Government:

☒ Will NOT provide Government Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☐ WILL provide Government Furnished Services required in support of this contract/task orders. These Services are described below:

3.2 Facilities: The Government:

☒ Will NOT provide Facilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☐ WILL provide Facilities in support of this contract/task orders. The Government provided Facilities are described below:

3.3 Utilities: The Government:

☒ Will NOT provide Utilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☐ WILL provide Utilities in support of this contract/task orders. The Government provided Utilities are described below:

3.4 Equipment: The Government:

☒ Will NOT provide Equipment in support of this contract/task order. As a result, this paragraph is Not Applicable.

☐ WILL provide Equipment in support of this contract/task orders. The Government provided Equipment is described below:

3.5 Materials: The Government:

☐ Will NOT provide Materials in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ IS providing Materials in support of this contract/task orders. The Government-provided Materials are described below:

The Government will provide hospital directories and other supporting documents as necessary to complete tasks in the PWS. Items issued will remain the property and will not be shared with any individuals, agencies, or organizations that do not have a need to know. They are to be used, turned in, or disposed of as directed.

PART 4

4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 Services: The Contractor:

☐ Will NOT provide Contractor Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Contractor Furnished Services required in support of this contract/task orders.

These Services are described below: Reserved.

4.2 General: The contractor shall furnish all supplies, equipment, facilities and services required to perform work listed under Section 5 of this PWS.

4.3 Secret Facility Clearance: Reserved.

4.4 Materials: With the exception of the hospital directory and other written hospital material necessary to accomplish the requirements of this contract, the Contractor shall provide materials required to perform work listed under Section 5 of this PWS.

4.5 Equipment: The Contractor shall provide equipment required to perform work listed under Section 5 of this PWS.

4.6 Facilities: Reserved.

PART 5

5.0 SPECIFIC TASKS

5.1 Hospital Telephone Switchboard Operator Services:

Operators shall be located at the Contractor’s proposed location or locations and in emergency situations may work from alternate locations in accordance with an approved COOP Plan, as approved by the COR.

The Contractor will provide 24-hour coverage 365 days per year (including federal holidays), industry best practice Telephone Operator Service for WRNMMC with a service level standard of 90%; that is 90% of callers should not wait longer than 20 seconds before speaking with an agent. Average wait time before an agent makes initial contact with the caller should be 5 seconds or less. Average hold time shall be less than 3 minutes per call.

These targets will be measured after the customer makes a selection and will not include the duration of recorded greetings.

The services shall be compliant with section 508 of the Rehabilitation Act of 1973.

The Hospital Telephone Operator Service shall provide the following, but is not limited to the following: Providing directory assistance using a current telephone listing of department/ward/clinic/service telephone numbers; providing paging services utilizing current on-call rosters for both individual providers and department/ward/clinic/service on-call rosters; During normal duty hours 0730-1600, callers who desire to speak to a particular clinic or provider shall be transferred to the clinic telephone number. In the event that a clinic telephone number is unavailable for 45 seconds, the operator will transfer the caller to a clinic “hot line” number via a blind transfer so that the caller does not see the internal hot line number; Before and after duty hours, from 1601 to 0729, callers requesting to contact a clinic or a provider shall be assisted by the Hospital Telephone Operator Service by paging the provider requested or the respective clinic’s on-call provider at all times (24 hours per day/365 days per year). Paging shall be accomplished using the Government –provided web portal to which the Contractor staff will be given access.

The contractor shall provide support to the hearing impaired for standard Telecommunications for the Deaf (TDD) telephone calls.

The Contractor shall provide a telephone information service 24 hours a day, 365 days/year.

The Hospital Telephone Operator Service shall provide answers to general information queries that are presented via phone regarding normal business hours (usually 0730-1600 Monday through Friday), location of clinical and non-clinical areas, and general directions to hospital wards, clinics, and offices. The Hospital Telephone Operator Service shall provide telephone directory assistance 24 hours a day, 365 days/year. The Hospital Telephone Operator Service shall provide information regarding general hospital policies, e.g. visiting hours, and where to look for lost items. This information will be provided by the government after contract award.

The Contractor in conjunction with WRNMMC command duty office staff shall utilize a current directory of on-call rosters, notification and recall rosters, and department/ward/clinic service telephone listings.

The Contractor shall ensure that upon the request of a caller, a Contractor supervisor shall be able to attend to a caller.

The Contractor should transfer specific calls to the Command Duty Office Desk at (301)259- 4611 for the following but not limited to:

o WRNMMC status due to inclement weather or force protection purpose.

o All emergency codes: for example, Code blue, red, pink, yellow.

o All Morale calls for military personnel overseas. All watch stander duties, for example

Officer of the day, Command Duty Officer, Cadet on Duty.

o All Red Cross related calls. For any call that concerns the caller’s well-being, including but not limited to those who may be intoxicated or suicidal, the operator shall stay on the line with the caller until the CDO personnel is on the phone with the caller.

o Any calls pertaining to organ transport coordination.

o Any call that pertains to motor vehicle accident or motorcycle accident of sailor, soldier, or airman.

o Any call relating to delivering radioactive materials.

Contractor shall create and utilize a correspondence template when communicating with government POC, COR, and KO.

The Contractor’s proposed solution shall have the ability to receive calls from and transfer calls to the Avaya CM at WRNMMC.

The Contractor is responsible for the proposed comprehensive solution including maintenance contract services. The system shall provide 99.99% service availability. Service repair timeline is limited to 4 hours. If the contractor-proposed solution is unavailable, excluding maintenance previously scheduled and approved by WRNMMC leadership, the Government shall receive a credit of 1% of Monthly Reoccurring Cost (MRC) for every 4 hours of downtime after the first 4 hours, up to a maximum of 50% of MRC for the affected services.

The Contractor may use their choice of servers, carrier networks, and/or equipment to provide the Government with the required services. Once the service has been delivered to Government as a working service, the Contractor shall not change the service at any time during the contract duration without prior written authorization approval from Government.

Any changes during the contract term/service period shall not result in system downtime.

The Contractor shall establish and maintain Continuity of Operations (COOP) for all services within their control. The Contractor shall establish a back-up contingency plan (i.e., redundant system), so that in the event of emergencies, calls are still answered and required service levels are still maintained.

The Contractor shall monitor calls internally for quality assurance and create a statement to this effect for callers to hear.

The Contractor shall have their operators participate in collecting and completing short customer service satisfaction surveys by WRNMMC and shall be able to present this data on query. The costs for this capability shall be included in the technical and price proposals.

The Contractor shall record an “on-hold” message as directed by WRNMMC. The WRNMMC will provide the script. These short messages will change periodically and may (particularly if emergencies arise) be changed frequently to alert callers of the medical center’s operational status.

The Contractor shall provide feedback to a WRNMMC project manager regarding the Hospital Telephone Operator Service performance on no less than a monthly basis.

The Contractor is responsible for providing all necessary service components needed at their facility including, but not limited to, electrical power, cooling capacity, cabling, rack space, switching/routing/network/PBX infrastructure, etc. It is the Contractor’s responsibility to install wiring, if necessary, to the Demarcation Point (DEMARC) at WRNMMC. The Government shall complete any connections from the DEMARC to the internal WRNMMC systems, if needed as a part of the accepted Contractor-proposed solution.

The Government will assist the Contractor with physical and logistical replacement of failed equipment at WRNNMC Bethesda facility at the point of demarcation, if needed.

The Contractor shall be responsible for travel expenses including activation or support of services. Any travel cost incurred for support efforts shall be the responsibility of the Contractor.

The Contractor shall provide at a minimum, 2-weeks notification to Government prior to all service impact scheduled maintenance services, including any services provided by the Contractor’s providers, partners, or subcontractors. All requests for base access must be communicated by email to the customer within 3 business days of requested entry so that required action may be initiated by the customer to obtain base entry.

In the event the Government terminates the service before the expiration of the contract duration due to the contractor performance and/or technical shortcomings of the contractor, the Government will not pay termination charges, in accordance with the contract.

The Contractor is required to work with Government for end-to-end implementing, troubleshooting and keeping all service records.

The Contractor shall provide total system service to include hardware, software, licenses, parts, labor, patches, upgrades, firmware updates, and all consumable supplies for their proposed solution.

The Contractor proposed solution shall include industry-certified and trained support services for their proposed technology.

The Contractor shall record and provide 24x7x365 Availability statistics to Government for the Hospital Telephone Operator Service solution. The service reports Data Deliverables will be made to Government on a monthly and quarterly basis or upon request from the COR.

An outage is defined as any fifteen (15) consecutive minutes where the connection is unavailable. Scheduled maintenance window for disruptive work to the service will be limited from 2200 EST to 0400 EST if possible.

For emergency maintenance the Government shall be notified by phone and email immediately as the information becomes available.

5.2 Call Center Support

5.2.1 SUMMARY: Call Center/Medical Appointment Support Clerk services to the Directorate of Healthcare Operations for the Walter Reed National Military Medical Center, Bethesda, Maryland.

5.2.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, and other items and non-personal services necessary to perform service as in this Performance Work Statement except for those items specified as government furnished property and services.

5.2.3 QUALIFICATIONS:

Mandatory knowledge and skills:

1. A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required.

2. Clearly speak and understand the English language.

3. Use of standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.

4. Possess general medical ethics, telephone etiquette, and excellent communication and customer service skills.

5.2.4 Education/Certification: High school diploma or General Educational Development (GED) equivalency.

5.2.5 Experience: At least 6 months of experience in medical office scheduling. Possess or complete the TRICARE Fundamentals Course.

5.2.6 Work Environment/Physical Requirements: The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

5.2.7 UNIQUE MILITARY HEALTHCARE SYSTEM/PROCEDURES:

1. Armed Forces Health Longitudinal Technology Application (AHLTA)

2. Composite Health Care Systems (CHCS), CERNER and/or MHS GENESIS

3. Defense Enrollment Eligibility Reporting System (DEERS)

4. Essentris

5. Military Filing System – by sponsor social security, terminal digit order, color-coded and blocked filing system.

6. Contents of a military medical record, layout, sections, family members prefix designation, forms used in an MTF, and the medical record tracking procedures.

5.2.8 PERFORMANCE OUTCOMES:

1. Coordinate scheduling of clinical appointments for referrals written to WRNMMC specialty care services for all US Army, USMC, USN, AF, and other MTF Enrolled patients in accordance with DHA/NCR MD Access to Care Standards. This includes VA and over 65 patients as well as other patients.

2. Verify appropriate healthcare enrollment in TRICARE by interfacing with the Managed Care Support Contractors across the country. Obtain necessary authorization from managed Care Support Contract (MCSC) when required.

3. Verify that care is available at the MTF that the VA patient will be coming to for care.

Locating TRI-CARE network and/or certified providers in the desired care location and confirming all appointments are scheduled in the appropriate time frame.

4. Verify that all VA coordinated health care has been appropriately authorized through the Fee Based Office associated with the corresponding VA facility; ensure proper authorizations are received prior to patient’s arrival.

5. Establish and keep current military and medical points of contact (POCs) list at all the mobilization sites and MTF’s.

6. Ensures any necessary care authorization is obtained, prior to VA patients either entering the MTF or returning to the VA. Coordinate care for patients outside of the NCR eMSM to assist in orders being cut for patients to have a smooth transition to WRNMMC.

7. Prepare and provide daily reports to Healthcare Operations pertaining to the status of enrolled clients and other MTF eligible beneficiaries that have cleared through the

WRNNMC.

8. Maintain updated database consisting of all required metrics for statistical analysis.

Prepares periodic reports for Healthcare Operations relating to clients enrolled for accountability by extracting weekly workload productivity.

9. Coordinate approximately 1,500 client referrals a week.

10. Verify healthcare enrollment in TRICARE for approximately 50-300 referral clients a week.

11. Responsible for keeping records of information received in conversations and log it into the call center database.

12. Ensure necessary care authorization is obtained for approximately 50-300 clients a week.

13. Working knowledge of TRICARE.

14. Working knowledge of Internal Call databases and phone trees.

15. Exceptional interpersonal and communications skills.

16. Ability to produce statistical reports.

17. Prepares and presents enrollment and access to care briefs.

18. Manage Audio care call scripts and updates.

19. Proactively call patients with referrals

PART 6

6.0 INFORMATION TECHNOLOGY & SECURITY

6.1 All work under this contract is unclassified.

6.2 The Automated Data Processing/Information Technology (ADP/IT) levels and position sensitivity designation for positions under this contract is: Non-critical sensitive position.

6.2.1. ADP/IT II: Non-critical sensitive position

6.3 PII/PHI, and Federal information requirements (refer to Clause Section for DHA Procedures, Guidance and Information 224.90 if applicable).

6.4 Training.

WRNMMC

Annual Regulatory Training (Joint Commission) Anti- Terrorism Level 1

CHCS/AHLTA/MHS GENESIS

Combating Trafficking in Person (CTIP) Counter-Intel Awareness Cyber Awareness Training Environmental Compliance Training System (ECATS) Equal Opportunity Policy Basic Training HIPAA & Privacy Act Training Opioid Training Sexual Harassment and Assault

SHARP

Communications Etiquette

6.4.1 Contractor employees performing cybersecurity/cyberspace functions shall comply with the following requirements:

6.4.1.1 Training: All contractor and associated subcontractor employees working Cybersecurity (Information Assurance (IA))/Cyberspace functions must comply with DoD training requirements in Department of Defense Directive (DoDD) 8140.01, and DoD 8570.01-M.

6.4.1.2 Certification: Per DoDD 8140.01, Defense Federal Acquisition Regulation Supplement (DFARS) 252.239- 7001, contractor employees supporting Cybersecurity (Information Assurance)/Cyberspace functions shall be appropriately certified upon contract/task order award.

The baseline certification as stipulated in DoD 8570.01-M must be completed prior to the beginning of their contract support services. In addition, the contractor shall comply with Computing Environment (CE) certification requirements as specified in the contract. CE certifications shall be obtained within the timelines specified in DoD 8570.01-M.

6.4.2 Privileged user requirements: All contractor employees with privileged user status must comply with the requirements of DHA-Administrative Instruction (AI) 081, Employee use of Information Technology.

6.5 Cybersecurity Requirements for Non-DoD IT or Covered Contractor IS: Reserved.

6.6 Risk Management Framework (RMF) for DoD IT: Reserved.

6.7. Facility Related Control Systems: Reserved.

6.8. System Communications – Reserved.

6.9 MHS Demilitarized Zone (DMZ) Medical Community of Interest (MedCOI) Business-to-Business (B2B) Gateway: Reserved.

6.10 Contractor Provided IT Infrastructure: Reserved.

6.11 System Authorization Access Request (SAAR), Defense Department (DD) Form 2875:

Reserved.

6.12 MHS Systems Telecommunications: Reserved.

6.13 Establishment of Telecommunications: Reserved.

6.13.1 Telecommunications shall be established with the MHS through coordination with DHA.

6.14 Contractors Located On Military Installations: Reserved.

PART 7

7.0 ATTACHMENTS/TECHNICAL EXHIBIT LISTING

7.1 The following forms are to be completed by the FSO/Security POC, or COR once the contractor is granted the proper background investigation.

7.1.1 Contractor CAC Request Process.

DHA CAC Request Process.pdf

DMDC TASS

Application.xlsx

7.1.2 DHA’s contractor training instructions.

DHA FY22 Annual Training List_Oct 2021

7.1.3 DHA’s new employee handbook.

DHA CAE (J-4) New Employee Handbook

PART 7, ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

PERFORMANCE OBJECTIVE

(The Service required—usually a shall statement)

PERFORMANCE

STANDARD

PERFORMANCE

THRESHOLD AQLs

(THIS IS THE MAXIMUM ERROR

RATE. IT COULD POSSIBLY BE

“ZERO DEVIATION FROM

STANDARD”)

METHOD OF

SURVEILLANCE

SERVICE LEVELS: RCA/CAP

Upon any service failures or incidents, the contractor shall prepare and present a Root Cause Analysis (RCA) and Corrective Action Plan (CAP) for approval by Walter Reed National Military Medical Center within 48 hours from the noted time of failure, except for an Excused Event.

An “Excused Event” is an event planned and executed by a party other than the contractor without prior coordination with the Contractor. In the event of an Excused Event, the Contractor shall remediate the incident within 48 hours of the completion of the Excused Event.

Monthly COR PRS inspection checklist

<48 hours from completion of event

>95 Percent Compliant Rate

100% Inspection of COR

PRS

Inspection Checklist.

SERVICE LEVELS: CAP

Timelines

All corrective action plans shall include projected timelines and be implemented within those timelines upon the WRNMMC’s approval

Monthly COR PRS inspection checklist

<completion date in the Government-approved

CAP

>98 Percent Compliant Rate

100% Inspection of COR

PRS

Inspection Checklist.

SERVICE LEVELS:

RECURRING INCIDENTS

Any recurring incidents for which the RCA demonstrates the cause as related to a design defect or known error of the service, system, hardware, or software in question, shall be addressed within 30 days of the RCA acceptance to result in the avoidance/reduction in the frequency of recurrence across the Command for similar components.

Monthly COR PRS inspection checklist

<30 Days >98 Percent Compliant Rate

100% Inspection of COR

PRS

Inspection Checklist.

HOSPITAL TELEPHONE

OPERATOR SERVICE:

ANSWERING CALLS

Monthly COR PRS inspection checklist

90% of Callers will wait less than 20 seconds before speaking with an agent.

Average wait time shall not exceed 5 seconds.

100% Inspection of COR

PRS

Inspection Checklist.

HOSPITAL TELEPHONE

OPERATOR SERVICE: HOLD

TIME

Monthly COR PRS inspection checklist

Average hold time shall be less than 3 minutes per call placed on hold.

100% Inspection of COR

PRS

Inspection Checklist.

HOSPITAL TELEPHONE

OPERATOR SERVICE UPTIME

Hospital Telephone Operator Service shall have 99.99% uptime on an annual basis. In the event of downtime not previously approved by WRNMMC leadership, if the service is unavailable, the Government shall receive a credit of 1% of Monthly Reoccurring Cost (MRC, i.e., the Contractor’s monthly invoice) for every 4 hours of downtime after the first 4 hours, up to a maximum of 50% of

MRC for the affected services.

Internet, T1, and Hospital Telephone Operator Service Availability Data Deliverable

>99.99% uptime 100% Inspection of COR

PRS

Inspection Checklist.

PART 7, ATTACHMENT 2

QUALITY ASSURANCE SURVEILLAND PLAN (QASP)

The following minimum Quality Assurance Plan applies. The Government may modify inspection methods in accordance with site specific requirements.

PERFORMANCE

OBJECTIVE

PERFORMANCE STANDARD REFERENCE METHOD OF ASSESSMENT

Designate a point of contact prior to start date of the contract

Written notification must be received by the KO and COR prior to start date of contract.

PWS Written notification to KO

Maintain professional licenses, certifications

100% of licenses and certificates shall be renewed and maintained in current status during life of contract

PWS Credentials records submitted to COR

Complete any mandatory annual government required training

100% compliance with mandatory training requirement

PWS Attendance rosters submitted to COR

Comply with Security Requirements. Comply initially and as required 100% of the time.

PWS COR surveillance and documentation

Combating Trafficking In Persons (Awareness Program)

100% compliance (zero tolerance) regarding trafficking in persons policy.

FAR 52.222.50 and

FAR 22.1703

COR documentation and program review. Any non- compliance must be brought to the immediate attention of the KO

Comply with Specific Tasks. Comply 100% of the time PWS Attachment 1 section 3.0

COR surveillance and documentation

Provide personnel that meet the Contract’s listed Qualifications.

Comply 100% of the time PWS Attachment 1 section 1.0

COR surveillance and documentation

Maintain/accomplish the Contract’s listed duties and responsibilities.

Comply 95% of the time PWS Attachment 1 section 1.0

COR surveillance and documentation

Complete all contract deliverables Comply 100% of the time PWS Random sampling Monthly reports Project officer feedback on the monthly reports Quarterly reviews Continuous review Observation.

Provide monthly statistics summary report of operator service

Comply 100% of the time PWS 1.10.2 Review of reports 100% of the time

PART 7, ATTACHMENT 3

ESTIMATED WORKLOAD DATA

ITEM NAME ESTIMATED QUANTITY

Hospital Telephone Switchboard Operator

Services 12…