Attch 1 - PWS Mass Texting Subscription.pdf

PERFORMANCE WORK STATEMENT FOR

MASS TEXTING INITIATIVE FOR

THE 436 MEDICAL GROUP, DOVER AFB, DE 19902

I. INTRODUCTION

This requirement is for the Mass Texting initiative and service in support of the 436th Medical Group operations.

Description of services required: The Tricare Operations and Patients Administration (TOPA) at the 436 Medical Group, Dover AFB has an obligation to facilitate effective communications and education campaigns, as directed by Director, DHA Communications, targeted at TRICARE beneficiaries and customer service representatives. This includes, but is not limited to:

1. The Military Treatment Facility shall establish processes or program to ensure sustained, effective, two-way communication exists between the medical facility and its beneficiary population through meetings, publications, and various other media, as appropriate.

II. BACKGROUND

Tricare Operations and Patients Administration of the 436 MDG ensures effective communication to keep beneficiaries informed about access to care issues, operating hours, service interruptions or changes to operating hours, new programs, and other aspects of medical operations for approximately 33K beneficiaries to include active duty, Guard, Reserve, NATO, retirees, tenant’s units, VA and all eligible dependents.

III. SCOPE

The contractor shall provide a total of 31 SMS text messages per month with a minimum range of 295 to 350 text-characters per each single message sent to a total recipient or contact phone numbers of 5000- 10000 patient’s beneficiaries. Contractor shall provide opt-in and out options legal boundaries for receipts to opt-in or out at their one liberty. Contractor shall provide QR-Code capabilities to enable for patients to sign-up for the mass texting database.

Contractor will ensure their system provides dashboard or website to provide the following:

Dashboard will display telephone number of originating mobile device, display location based on area code and geographic location of the phone at that moment.

Dashboard will display original outbound messages key word sent to mobile phone numbers.

Time and date stamp will reflect receipt of messages sent and those that failed to deliver.

Dashboard will display outbound response based on inbound key word.

Dashboard will display further inbound and outbound messages.

Contractor Shall not used phone numbers for any commercial purpose.

Objective:

The key component required will be a web-accessed interface allowing the 436th Medical Group TOPA flight to send real-time notice or announcement to an individual mobile phone.

Contractor shall provide any appropriate system documentation and training when/if needed. The system must perform successfully 98% of the time. All messages, summaries, phone numbers and personal information will not be shared with any external entity.

IV. LOCATION

This will cover all eligible beneficiaries within the Prime service area of Dover AFB, 300 Tuskegee Blvd., Dover AFB, DE 19902. The POC will be Capt Charles N Essel, COMM: (302) 677-2488.

V. WORK REQUIREMENTS

The mass texting service will allow large SMS capabilities for the 436 Medical Group contact list of the 33K eligible patient population to receive notices or alerts of access to care issues, operating hours, service interruptions or changes to operating hours, new programs, and other aspects of medical operations in just minutes.

VI. TECHNICAL

The contractor shall be available to provide all services and product support. The contractor is responsible for all systematic repairs and troubleshoot. All troubleshoot services to include account resetting required within 48 hours of system breakdown Monday through Friday. Any additional software licensing, warranty, and service associated with the mass texting shall by provider by the contractor.

VII. CONSTRAINTS

Any products shipments must be shipped to ensure they are received no later than noon on a normal business day. Our logistics personnel are not available during the weekend and on observed holidays to receive shipments.