Attachment 5- Incumbent Information and PHIRMAC Data.docx

This is an incumbent information and beneficiary data attachment for the Integrated Referral Management and Appointing Center (IRMAC) Services solicitation. The document provides historical contract information and current population metrics for the Defense Health Agency's procurement.

Currently, IRMAC services are provided through multiple contractors in the region: Federal Staffing Resources LLC holds contract W81K0422C0015 for IRMAC services across Washington State Military Treatment Facilities (MTFs) covering Patient Appointing Services (PAS), Referral Management Services (RMS), and Clear and Legible Report (CLR) accountability services; POHAKU PACIFIC LLC provides General Clerk III services under contracts W911W417D0018 and W81K0225F0014 at Tripler Army Medical Center; and Caban Resources LLC operates two separate contracts (HT001418D0008 and HT941023F0005, plus HT941024F0080) for medical clerical, appointment clerk, and beneficiary services at Naval Health Clinic Hawaii. The Puget Sound Military Health System currently serves approximately 386,000 beneficiaries across four categories: Active Duty (105,000), Active Duty Family Members (110,000), Retirees (65,000), and Other eligible beneficiaries (105,000). Projected annual call volumes for Puget Sound operations total 966,000 calls, consisting of 726,000 inbound calls and 240,000 outbound calls distributed evenly across twelve months. Eligible populations are based on Military Treatment Facility Prime Service Areas, defined as all zip codes within or intersected by a 40-mile radius around MTFs, with beneficiary data current as of September 2025.