Amendment-_Questions-4.pdf

Patient Appointment Services

Questions and Answers - 4

1. We need clarification to the Government's response to question 14, reference the historical call data compared to the annual incoming calls of 145,000 referenced in the PWS.

Without clarification we cannot properly calculate the magnitude of the effort. The response to question 14 provides what appears to be the average calls per hour by hours of an average day.

Assuming the table does reflect the average calls per hour and not the average calls per month during those hours, when the number of calls for Jan-Mar 17 are totaled, it comes to 20,887 calls for the three months. If we extrapolate and multiple this by 4 to get a year's total calls, we come up with an average of 83,548 calls a year which is far short of the 145,000 annual calls per year referenced in the PWS. If the hours represent the calls by hour for the entire month, the calls are significantly less than 145,000 calls per year.

Answer: The table in question 14 was meant to give an idea of the call volume as it pertains to the hours in a day, which was the question that was asked. The 145,000 calls is an estimate allowing for changes in the number of calls. Patient Appointing numbers are subject to change as we are dealing with people that need to make medical appointments. Please see chart which lists total calls for the year of 2017. Keep in mind that the hours on the chart are different than the requirement.

Total Calls for 2017(1 Jan 2017- 31 Dec 2017)

Hour Calls 0500 793 0600 7,162 0700 12,647 0800 16,332 0900 17,614 1000 15,550 1100 13,108 1200 11,266 1300 11,206 1400 10,919 1500 9,605 1600 5,583 1700 1,365 1800 11 Total 133,161

2. Additionally, the PWS states the daily hours of performance are 0530-1730

(12 hours), where the table in response to question 14 reflects 0500-1800 (14 hours).

Answer: The hours for this requirement are slightly different than on the previous contracts. The chart information was provided to give information on the number of calls received during certain hours of the day. From 0500 to 1800 is 13 hours. The small number of calls after 1800hrs most likely occurred when the line closed while a patient was on hold.

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