QUESTIONS.pdf

Patient Appointment Services

Questions and Answers

**The Government anticipates another amendment As soon as possible. **

1. Can you tell me if this is a new requirement? If not, who is the incumbent and what is the contract number?

Answer: This is not a new requirement, the incumbent is Health Partners Mgmt Group and the contract number is FA8053-12-D-0043-RC08.

2. Does the work have to be performed at Keesler AFB?

Answer: Yes, unless Keesler decides to relocate the facility.

3. Can the vendor provide services remotely? As long as the vendor can provide an 800 number?

Answer: No, Keesler provides the 800 number and the call center.

4. Will you allow sub-contracting?

Answer: Yes.

5. Do you know how many employees/staff are currently working on the project?

Answer: Yes; however, the number of employees on the current contract will not be released. This is a performance based service; therefore, it's the responsibility of the bidding contractor to determine their approach to cover the required services in the PWS.

6. If I am cleared for 561110 and 621210, am I eligible to bid for this project?

Answer: The NAICS code for this requirement is 621999, you will need to be a small business under this NAICS and registered under this NAICS in the System for Award Management (SAM.GOV).

7. PWS 1.7.2.3: Is the certification in medical administration synonymous with certification in medical terminology?

Answer: No, they are not the same

8. PWS 1.7.2.3: Is the Government looking for a certified medical assistant for this requirement?

Answer: No

9. PWS 1.7.4.1: Will the Government consider a 1 year of experience performing Appointment Line duties in a MTF within the last 3 years?

Answer: No

10. PWS 1.9.1: Are the 66 hours of MTF provided training considered duty time and billable to the Government?

Answer: Yes, Keep in mind that the contract invoices by a monthly rate.

11. Is the educational qualification requirement for the current incumbent the same educational qualifications that are being requested in this requirement?

Answer: yes

12. What is the current contract value?

Answer: $623,314.59 (period of performance 1 October 2016 – 23 January 2018)

13. Reference PWS para 1.2.2 Telephone access. The paragraph states the government has 24 Appointment Desks/call stations. Are these stations fully staffed for appointment calls?

Answer: No

14. Reference PWS para 1.6.2.2 Appointing Service Availability. The paragraph states hours for appointing services are Monday through Friday 0530-1730 (0530-0600 for Active Duty only). Question:

In order to estimate shift manning requirements, what is the historic call volume by hours of the day and days of the week?

Answer: Here is the breakdown per month Jan –Mar 2017

Jan Feb Mar 5am 55 40 73 6am 396 356 387 7am 550 537 685 8am 725 643 723 9am 730 676 725 10am 620 515 721 11am 522 471 550 12pm 443 425 485 1pm 498 368 529 2pm 481 385 481 3pm 444 355 465 4pm 229 223 229 5pm 42 42 59 6pm 2 1 1

15. Reference PWS para 1.6.2.4 Holidays. The paragraph provides holidays where the contractor shall not provide services. The last line states: “Veteran’s Day, Thanksgiving Day, and/or Christmas Day.

Question: Should the last line read “Veteran’s Day, Thanksgiving Day, and Christmas Day.”? If not, what is meant by and/or Christmas Day?

Answer: It should be And Christmas Day, - See revised PWS when posted.

16. Reference para 1.9 TRAINING. Question: Is this training completed during a transition period, where the outgoing contractor provides the appointing services? Or is the incoming contractor required to provide the appointing services while the training is being conducted?

Answer: Training is conducted as new employees are hired or replaced, or on an annual basis. It is not expected that the whole crew would need training at the same time. The training is employee training not contractor training. Some training will be provided by contractor for example CPR and some training will be provided by the MTF; Annual HIPPA, CHCS, AHLTA, etc.

17. Reference PWS para 1.15 ORIENTATION. Question: How long is the MTF orientation?

Answer: See 1.9.1.2

18. Is this orientation completed during a transition period, where the outgoing contractor provides the appointing services? Or is the incoming contractor required to provide the appointing services while the orientation is being conducted?

Answer: Orientation is employee based, and given to new Keesler Medical Center contracted employees. The Orientation is not for the Contractor. Contractors are given a pre performance brief if they have not worked on Keesler AFB before. There is no transition period, no overlapping services.

19. To clarify “follow-on requirement” is this a separate, new contract for a reoccurring requirement being awarded competitively or being noncompetitively negotiated with the incumbent contractor on a sole- source basis?

Answer: This is not a new requirement. The requirement is a follow on to the current contract and is being re-procured competitively, 100% set –aside for Small Business.

20. What is the current incumbent’s total obligated budget for the current contract and the total contract value over the full contract term?

Answer: See Question 12

21. What is the base year contract value? Did the value include Transition?

Answer: We will only provide the overall contract price See #12 and no transition is included.

22. How many current incumbent employees are willing to transition over? Or will this be a complete ramp up for new staffing?

Answer: There are incumbent employees; however we don’t have any information regarding their transition plans.

23. Has the contract criteria changed since the original contract award? If so, please provide us with some of the more significant changes and requirements?

Answer: The contract criteria has no significant changes. However the previous contract was awarded under the Air Force Medical Services Commodity Council, and this requirement is Keesler Based.

24. Work Force: What is the current incumbent’s Occupation Codes based on the Wage Determination Sheet for Facility location?

Answer: Occupation Codes in regards to wage determinations is the contractor responsibility, we cannot offer any incumbent information regarding wage.

25. How many FTE”s

Answer: This contract is based on a monthly fee, the number of employees required to maintain the call center standards is decided by the contractor. See #5

26. Is there an AF representative managing day-to-day oversight?

Answer: This is a non-personal service requirement. There is Government oversight for quality assurance, but the call center day to day oversight is managed by the contractor.

27. Is there a COR/COTR on-site?

Answer: There are CORs and a Functional requirements evaluator designee (FRED) but they are not located in the call center

28. Are there shift differentials for evenings, nights, and holidays?

Answer: This contract will be performance - based with a monthly rate to provide Patient Appointment Services for Keesler AFB. It is the contractor’s responsibility to pay employees as required in accordance with DOL; accounting for any differentials in their burdened monthly rate.

29. Are the employees required to wear uniforms?

Answer: No

30. Are there any work Force Managers or real –time Analyst under this contract?

Answers: This contract is based on a monthly rate to provide Patient Appointment Services for Keesler AFB. The contractor is responsible for the management of its employees and to determine the required staff.

31. What is the current benefits plan? This is needed to research benefits we will provide as there is the possibility we could offer the same benefits plan.

Answer: Keesler AFB does not provide a benefits plan for contracted employees. Employees are hired by the contractor and thus any benefits package is the responsibility of the contractor.

32. Are background screening costs reimbursable?

Answer: No, all cost should be incorporated in the monthly rate

33. Is pre-performance conference rolled into item 0001 in the 1449?

Answer: The pre- performance conference is generally done telephonically. Any reimbursable items should be included in your monthly price in your proposal

34. Does the current incumbent have a transition plan?

Answer: There will be no overlap. The new contractor should be prepared to operate and manage the call center on 24 April 2018 with no transition period.

35. Can we have access to current positions descriptions?

Answer: See the PWS under qualifications there are no separate position descriptions.

36. What are the staffing numbers to cover evenings? Weekends? Holidays?

Answer: Staffing numbers are decided by the contractor. The appointment line is not operational on Weekends or Holidays. See section 1.6.2.2

37. Is there a split for emergency or non-emergency calls between operators?

Answer: Calls are directed through the 1-800 phone number, this call line is not for emergencies it an appointment line. Emergency callers are directed to call 911. There is no split

38. How much is the average call handling time (minutes) on the annual call transactions of 135,000 including CHCS data entry?

Answer: The average is not available but the requirement is 3 minutes per call or less

39. Average time (minutes) spent entering 34,000 telephone consult date into AHLTA?

Answer: The average is not available but the requirement is 3 minutes per call or less.

40. What is the average call handling time (minutes) for call backs?

Answer: The average is not available but the requirement is 3 minutes per call or less

41. Is the 66 hours of training of the contractor personnel billable to the USAF as labor hours?

Answer: if the employee is at work training, that would be included in the established monthly rate.

Hours spent on training cannot be invoiced separately as labor hours.

42. Is the Government requesting the values of the option years or total values for the options exercised and future forecasted option year amounts?

Answer: the Government is requesting a monthly rate for April 2018 (24-30), a monthly rate for May 2018 – September 2018, and monthly rates and totals for each option one (1) through four (4). See the CLIN structure on the solicitation.

43. If an amendment is submitted will the proposal need to include the entire 45 pages of the solicitation, 1st page of SF 30, and all pages of the five (5) attachments?

Answer: return a completed Solicitation (SF1449), any amendments and required fill in attachments, we don’t need attachments 1, 2, or 5

44. Attch1, PWS para 1 states: “the appointing is currently not required for all clinics; however, clinics can request the appointment line to book appoints at any time”. The addition of clinics/appointments that are not currently supported by the PAS may significantly increase the number of call transactions.

This may, in turn, require increased staffing to successfully process within the required performance standards.

Will the Government advise if a price adjustment will be considered should the call transactions increase due to the inclusion of additional clinics in the PAS service?

Answer: No price adjustment will be provided. This contract is based on a Monthly rate to operate the clinic within the stated parameters. The specialty clinics not covered by Patient appointment services are referral only; thus it is highly unlikely that they will ever move to the patient appointment services line.

That being said the annual projections (1.2.5) account for potential fluctuations in transactions.

45. Will the Government provide advanced notice prior to adding a clinic to the PAS to enable the Contractor ample time to ensure adequate coverage and a thorough understanding of the protocols/requirements for the added clinic/appointments?

Answer: Protocols are written Guidelines, The lead is notified and given opportunity to review protocols and administer to the employees then appointments are booked without error on the same day.

46. Attch 1, PWS, para 1.1.2 states Placement/Replacement of Contractor Personnel. The Contractor shall recruit and place contractor personnel in a timely manner to ensure no disruption of services to remain in compliance with this PWS. Any vacancy caused by turnover of contractor personnel shall not exceed 30 calendar days. However, the RFP, page 44, Additional Information states: “The contractor shall forward all background check information to the Hospital Security Manager (upon acceptance of candidate) 30 days prior to on‐base performance.”

These requirements conflict. Could the Government please advise on how the Contractor can submit the security information 30 days in advance but still be allowed 30 days to provide a replacement?

Answer: See revised Additional information- Background Checks

47. Attch 1, PWS, para 1.2.1 states: “The MTF shall have administrative access to the computers provided to contractors. Installation of the security patch software shall be coordinated with the Contractor and will become property of the Contractor after installation of the software.” Could the Government please clarify this statement? Specifically, if the computer systems and software are furnished by the Government to the Contractor, how would the software installed become the Contractor’s property?

Answer: See revised PWS when posted

48. Attch 1, PWS, para 1.2.5 states:

Annual incoming calls: 145,000.

CHCS database Updates: 166,000 (each time a call is received, the appointing staff will review the family demographic information (i.e. home address, phone number, dependents living at home).

The appointing staff will update this information for each call that is received and will make all needed demographic updates in CHCS database while the caller is on the line.

If there are only 145,000 incoming calls to the PAS, could the Government please advise on the source of the additional 21,000 CHCS updates (166,000 – 145,000)?

Answer: 166,000 is based on an estimates, the difference could be explained by be 2nd attempt outgoing calls. See revised PWS when posted

49. Attch 1, PWS, para 1.2.5 states:

Annual incoming calls: 145,000 Annual call Transactions: 131,000 Annual Telephone Consults (T‐CONS): 35,000

Would the Government please clarify if the total Annual Incoming Calls includes the calls that would result in a telephone consult?

Answer: No, not included in incoming calls, but included in call transactions- See revised PWS when posted

50. Attch 1, PWS, para 1.2.6 states: “The majority of the requests for appointments will be received telephonically. Minimal walk‐in traffic is expected.”

Could the Government provide an estimate of the volume of the walk‐in traffic?

Answer: No walk in appointment traffic – See revised PWS when posted

51. Could the Government please clarify the source of walk‐in traffic?

Answer: No walk in appointment traffic - See revised PWS when posted

52. More specifically, as the call center is normally a controlled area and is housed in a separate building from the Main MTF, will patients/beneficiaries have access to the call center?

Answer: No walk in appointment traffic - See revised PWS when posted

53. If so, are proper HIPAA and Privacy Act measures taken to ensure that walk in traffic does not occur within view or earshot of the agents on the phone assisting other patients/beneficiaries?

Answer: Walk through traffic is authorized personnel only. - See revised PWS when posted

54. Attch 1, PWS, para 1.2.7 states: “Reports will be sent to the COR NLT 4th duty day of every month or more often as requested”

Can the Government confirm that PAS staff will have access to all reports needed to be sent/monitored?

Answer: Yes, they will have access to all required reports.

55. Can the Government please advise if the COR will request reports “on demand” or if additional reports will be requested, in advance, with a response time allowed?

Answer: Additional reports will be requested in advance. A reasonable amount of time will be provided for responses for any unexpected reports.

56. Attch 1, PWS, para 1.2.7.8: Blocked Call Rates ‐ Calls cannot be completed by the caller due to the call capacity of the telephone system (i.e., all telephone lines are busy).

Can the Government please advise if there is a report available to monitor Blocked Call Rates?

Answer: Yes, that information is available.

57. Attch 1, PWS, para 1.2.7.15: Calls Monitored Report‐Report shows results of contractor’s internal surveillance process.

Can the Government please advise whether the ACD system allows real‐time monitoring of calls?

Answer: No it does not. See Revised PWS when posted

58. Can the Government please advise if the ACD system provides a report of calls monitored?

Answer: No, See Revised PWS when posted

59. Attch 1, PWS, para 1.2.7.18: Transition Period Reporting. The Contractor shall submit weekly status reports of phase in and operation activities to the MTF COR.

Would the Government please provide more detail on which transition activities are to be included in this report and advise the length of time for the transition period?

Answer: The expectation is to provide all services required by the PWS upon the start of the Period of Performance. See Revised PWS when posted.

60. Attch 1, PWS, para 1.7.4.1: Appointing Clerks shall possess at least 2 years of experience performing Appointment Line duties in a MTF within the last 3 years. Contract personnel must have excellent communication and computer skills. Experience and knowledge of, TRICARE benefits, HIPAA, Military Health System, CHCS, AHLTA, DEERS, and ACD Call systems.

It is very hard to find candidates with 2 years of MTF appointment experience in the Biloxi area. The only way to meet this requirement is to hire from within the facility which is not in the interest of the government. Would the government modify this requirement to accept candidates with commercial / industry experience?

Answer: This requirement does not exclude candidates with commercial /Industry experience (MTF- Medical Treatment facility).

61. Attch 1, PWS, para 1.18.5: The Contractor shall maintain a current listing of all Contractor personnel. The list shall include Contractor personnel’s names, Social Security numbers, and level of security clearance. The list will be validated and signed by the FSO and provided to the CO, COR, Base Visual Information Manager (BVIM), 81 TRW/IP, Unit Security Manager, and FSO prior to the contract start date. Updated listings shall be provided when a Contractor personnel’s status or information changes. Documents will be marked as FOUO as a minimum.

As some small businesses do not have a Facility Security Officer (FSO), will it be acceptable to the Company Program Manager to provide this information?

Answer: Yes- See revised PWS when posted

62. Attch 1, PWS, para 1.24: Environmental Management System (EMS) Awareness training prior to commencement of any activities. Training is available through the Air Force Advanced Distributed Learning Service (ADLS), the Environmental, Safety and Occupational Health Training Network (ESOHTN), or through the Environmental Office (KBOS/CEV).

As the sources listed are only available to users with approved computer access, could the Government please advise on alternative solutions for completing this training. For example, can this training be completed as a part of the initial orientation?

Answer: Yes, it’s a part of orientation

63. ADDENDUM TO FAR 52.212‐1 INSTRUCTION TO OFFERORS—COMMERCIAL ITEMS

(b)(10) PAST PERFORMANCE INFORMATION (PPI)

f. If a teaming arrangement or JV is proposed, the offerors shall provide complete information as to the arrangement, including any relevant and recent past/present performance information on previous teaming or JVs with same partner. In addition to information requested in paragraph (c) above for each team/JV member, furnish the following information:

(i) What function(s)/task(s) will each team or JV member perform on this contract?

(ii) What approximate percentage of the total contract value/annual value will each team or JV member perform on this contract?

If proposing as a Team, is a Past Performance reference for work that our subcontractor has performed, to be included as one of the three references or can all three references be from the proposed Prime Contractor?

Answer: If proposing as a team, you can include past performance references from the prime, the Sub or both.

64. Could the Government please provide information for the daily high volume times?

Answer: High volume times are from 0700-1000

65. RFP 52.222-42, item d. Paid annual leave is required under this contract according to SCLS regulations. Will the government provide anniversary dates for any current incumbent personnel?

Answer: This information will be provided to the awardee. Reference 52.222-42 para n

66. PWS p. 7, section 1.16. Are Contractor meetings with CO/CA/COR required onsite at KAFB? Or, may these meetings occur via conference call?

Answer: Meetings can occur via conference call.

67. Attachment 3 – PP List of References. This attachment provides a format to submit PPI in an offeror’s proposal. RFP p. 43-4 provides additional requirements for PPI submission. However, Section C. requires more information than required in Attachment 3 – for example, company/division name, product/service, contracting agency/customer, comments regarding any known performance, etc.

Where should an Offeror provide this information within the proposal?

Answer: See revised Attachment 3 when amendment posted

68. May offeror’s submit a separate written description of work for each PPI provided? Or, does all PPI need to be provided on Attachment 3 only?

Answer: Additional sheet can be provided with detailed information if absolutely necessary; however, the Government prefers a full description of work on attachment 3

69. Do call volumes include 35,000 annual T-CONS listed in PWS 1.2.6?

Answer: see #49

70. Do call volumes include referral call-backs listed in PWS 1.2.4?

Answer: See #49

**Some of the answers reference amended or revised documents. Those revisions will be posted with the upcoming amendment. **