1._Performance_Work_Statement_dated_04_Aug_2017.pdf

ATTACHMENT 1 – PERFORMANCE WORK STATEMENT DATED 04 AUG 2017

PERFORMANCE WORK STATEMENT

For

AIR FORCE MEDICAL OPERATIONS

AGENCY (AFMOA)

Health Plan Management Support Services and Electronic Health

Record Integration, Transition, and Sustainment Support Services

Solicitation/Contract Number: FA8052-17-R-0021

4 August 2017

TABLE OF CONTENTS

Section Page Number

1.0 DESCRIPTION OF SERVICES 3

1.1 Background 3

1.2 Scope 3

2.0 GENERAL INFORMATION 3

2.1 Contractor Identification 3

2.2 Contractor Training 3

2.3 Contractor/Government Communication 4

2.4 Personnel Staffing 4

2.5 Place of Performance 5

2.6 Travel Requirements 5

2.7 Mission/Emergency Essential 6

2.8 Duty Hours 6

2.9 Federal Holidays 7

2.10 Conduct of Contractor Personnel 7

3.0 CONTRACT REQUIREMENTS 7

3.1 Health Plan Manager 7

3.2 EHR Transition/Sustainment Project Managers 9

3.3 Estimated Workload 10

3.4 Security Requirements 11

3.5 Contractor Manpower Reporting Requirements Application (CMRA) 12

3.6 Post-Award Meeting 12

4.0 PERFORMANCE OBJECTIVE 13

4.1 Services Summary 13

4.2 Initial Contract Performance Review 13

4.3 Services Summary Surveillance 13

5.0 GOVERNMENT FURNISHED PROPERTY 14

6.0 DELIVERABLES 14

7.0 APPENDICES 15

7.1 APPENDIX A Acronym List 16

7.2 APPENDIX B DoD Regulations/Manuals/Instructions/Directives 17

7.3 APPENDIX C Business Associate Agreement (BAA) 19

7.4 APPENDIX D HQ USAF/SG Non-Disclosure Agreement 26

7.5 APPENDIX E Customer Complaint Record 28

1.0 DESCRIPTION OF SERVICES:

1.1 Background: The Air Force Medical Operations Agency (AFMOA) is responsible for guiding the execution of Air Force Medical Service (AFMS) policy. AFMOA under the AFMS is the operational and consultant lead for aerospace medicine, preventive medicine, clinical excellence, optimization of medical resources, bioenvironmental and occupational health, radiation protection, and population health support. Furthermore, AFMOA is the lead support agency for

Major Command (MAJCOM) Surgeons and AFMS Military Treatment Facilities (MTF) as the

Military Health System transitions from legacy electronic health record (EHR) systems to the new

EHR, Military Health System (MHS) GENESIS.

1.2 Scope: This Full Time Equivalent (FTE) based non-personal professional requirement is to provide advisory and assistance services to support program management/analytical support services throughout all MAJCOMs and MTFs throughout the AFMS. The Government is responsible for management, oversight, direction, and providing operational guidance on

TRICARE benefit/policies to all AF MTFs on all programs (for example TRICARE medical and dental programs).

The Health Plan Management (HPM) Contractor positions will provide advisory and assistance support services to provide consistent information and counseling to all categories of MHS

Beneficiaries in accordance with government directions, guidance, management and oversight activities. This support includes, providing health benefits programs information, counseling, troubleshooting on issues, and providing assistance in accordance with operational guidance on

TRICARE benefit/policies.

The remaining EHR Contractor positions will support the AFMS’s transition to MHS GENESIS.

This support includes, interfacing with MTFs world-wide to provide expert interpretation and tailored guidance of Office of the Secretary of Defense Health Affairs (OSD-HA), Defense Health

Agency (DHA), Defense Healthcare Management System Modernization (DHMSM), Air Force

Medical Support Agency (AFMSA), and Air Force Instructions (AFI), policies, and procedures;

interfacing/consulting with Headquarters (HQ) AF/SG, DHA, DHMSM Program Office, AFMSA, MAJCOMs, and MTFs in support of the integration and sustainment of the new EHR; assisting in the development of higher headquarters policy and dissemination to MAJCOMs and MTFs in a standardized fashion; and supporting Organizational Change Management efforts to streamline the adoption of the new EHR across the AFMS.

2.0 GENERAL INFORMATION:

2.1 Contractor Identification: All Contractor/Subcontractor personnel will identify themselves as Government Contractor personnel during all forms of communications such as business meetings, telephone conversations, electronic mail, attendance sheets, coordination documentations, reports, and the signature blocks utilized in all correspondence. If a contract requires Government workspace, the Contractor/Subcontractor personnel shall wear a picture identification badge and identify their workspace area with their name and company affiliation.

2.2 Contractor Training: The Contractor shall attend training required below.

2.2.1 HIPAA and Privacy Act Training. Contractor is required to complete annual HIPAA and

Privacy Act training. HIPAA and Privacy Act training is available through computer-based modules.

2.2.2 DoD IAA Cyber Awareness Challenge. Contractor is required to complete annual DoD

IAA Cyber Awareness Challenge training. DoD IAA Cyber Awareness Challenge training is available through computer-based modules.

2.2.3 Operation OPSEC Awareness Training (ADLS Course). This course provides OPSEC awareness and information on the basic need to protect unclassified information about operations and personal information to ensure safe and successful operations and personal safety.

2.2.4 Environmental Management Systems (EMS) General Awareness Training. The

Contractor is required to complete the EMS General Awareness Training computer based module.

This is a one-time training requirement.

2.2.5 Protecting Sensitive Information. The Contractor is required to complete the Protecting

Sensitive Information computer based module. This is a one-time training requirement.

2.2.6 The Contractor must have familiarity with TRICARE Operations, Policy, Reimbursement, and System Manuals.

2.3 Contractor/Government Communication: The Contractor shall designate a Focal Point to be the single point of contact for all Contractor and Government correspondence. The Focal Point shall provide clear and consistent written and verbal response to Government within 12 business hours of Government initiated communication (e.g., return phone calls, emails or other communication).

2.3.1 The Contractor’s Focal Point shall meet with the Government team at least quarterly, and additional meetings may be requested by the Government or the Contractor, as necessary. The CO, Contractor Focal Point, Contracting Officer Representative (COR) and/or other designated representative will provide monthly performance feedback to the Contractor. The Contractor shall provide an agenda and minutes in accordance with (IAW)

2.3.2 Monthly Status/Financial Report: The Contractor shall prepare and submit a monthly status/financial report identifying all tasks performed, status, issues, and anticipated actions consistent with the PWS each month. The monthly report must also provide travel expenses for the month to include location of travel and cost of each authorized expense. The report of travel will reflect a running tally of costs for all approved travel and the cumulative total of all travel expenses. The Contractor shall provide the Monthly/Financial Report.

2.4 Personnel Staffing: The Contractor shall accomplish, at a minimum, the following personnel staffing performance management outcomes.

2.4.1 Ensure positions are filled 90% within 15 calendar days and 100% of personnel are present for duty no later than 20 calendar days after start of period of performance.

2.4.2 Ensure continuation of services during personnel absences due to sickness, leave, and voluntary or involuntary termination from employment such that impact to the Government is minimal and position vacancies do not exceed 10 calendar days. The Contractor shall maintain an overall filled rate of 95%.

2.4.3 The substitute/replacement personnel shall begin work no later than 10 calendar days after notification or immediately after departure of the incumbent personnel, whichever is earlier.

2.4.4 The Contractor shall promptly notify the contracting officer and COR within five (5) calendar days of any projected vacancies exceeding 10 calendar days.

2.4.5 Provide a stable workforce with less than 30% turnover across all contracted positions. A turnover is recorded when a worker leaves a position for any reason and the Government still has a requirement for that position.

2.5 Place of Performance: The primary place of performance is the Government site at

Headquarters Air Force Medical Operations Agency, 3515 S. General McMullen, Building 1, San

Antonio, Texas, 78226.

2.6 Travel Requirements: Travel may be required during the performance period of this contract at the request of the Government and within the Continental United States (CONUS). Dates are not available at this time. Travel will be based on a set schedule which the COR will provide to the

Contractor at least one (1) calendar month prior to the need date. The Contractor shall utilize the following procedures:

2.6.1 The COR will notify the Contractor no later than 14 business days in advance of any scheduled travel requirements. Notification will include specific travel dates, in-scope work tasks to be accomplished, and the Contractor personnel required to travel. The COR will provide notice of any urgent unscheduled CONUS or OCONUS travel requirements no later than five (5) calendar days prior to the required travel start date.

2.6.2 Arrange transportation and other travel-related requirements to ensure attendance by appropriate Contractor personnel at the best value. Lodging and meals shall be reimbursed in accordance with the standard per diem rates.

2.6.3 The Contractor shall travel using the lowest cost mode transportation commensurate with the mission requirements. When necessary to use air travel, the Contractor shall use the tourist class, economy class, or similar lodging accommodations to the extent they are available and commensurate with the mission requirements. Travel shall be reimbursed on a cost basis; no profit or fee shall be paid.

TABLE 1

Health Plan Management Projected Travel Requirements**

Trip

Purpose

Dates of

Travel

Travel Location

From/To

Days

Number of

Travelers

Trips

TOP Semi-Annual

Meeting (2/year)

TBD Venice, Italy to Trevose, PA 8 1 2

Annual TRICARE

Area Office-Eurasia

Africa

TBD Venice, Italy to Weisbaden, Germany

7 1 1

MTF Site Visits TBD Joint Base Langley-Eustis, VA 7 1 1

MTF Site Visits TBD Travis AFB, CA 7 1 1

MTF Site Visits TBD Wright Patterson AFB, OH 7 1 1

MTF Site Visits TBD Keesler AFB, MS 7 1 1

MTF Site Visits TBD Nellis AFB, NV 7 1 1

** Travel is an estimated amount and subject to change. Travel for option years will be provided 3 months after exercise of option year.

TABLE 2

EHR Projected Travel Requirements**

Purpose

Dates of

Travel

Travel Location

From/To

Days

Number of

Travelers

Trips

MTF Planning/Support for MHS

GENESIS Deployment

1st Quarter

FY18

San Antonio, TX to

Fairchild AFB, WA

7 3 1

MTF Planning/Support for MHS

GENESIS Deployment

1st Quarter

FY18

San Antonio, TX to

Travis AFB, CA

7 3 1

MTF Planning/Support for MHS

GENESIS Deployment

1st Quarter

FY18

San Antonio, TX to

Eielson AFB, AK

7 3 1

MTF Planning/Support for MHS

GENESIS Deployment

2nd Quarter

FY18

San Antonio, TX to

Nellis AFB, NV

7 3 1

MTF Planning/Support for MHS

GENESIS Deployment

2nd Quarter

FY18

San Antonio, TX to

Cannon AFB, NM

5 1 1

MTF Planning/Support for MHS

GENESIS Deployment

2nd Quarter

FY18

San Antonio, TX to

Peterson AFB, CO

5 1 1

Initial Face to Face with OCMIO 2nd Quarter

FY18

San Antonio, TX to

Falls Church, VA

5 3 1

** Travel is an estimated amount and subject to change. Travel for option years will be provided 3 months after exercise of option year.

2.6.1.1 The Contractor shall prepare and submit to the COR a written travel itinerary meeting

Government parameters along with a written request to proceed no later than 10 calendar days prior to the travel start date. For urgent unscheduled travel requirements, the Contractor shall submit the itinerary and request to proceed no later than four (4) calendar days prior to travel. The

Contractor shall provide the Travel Itinerary.

2.6.1.2 The Contractor shall submit a travel report to the COR five (5) business days after each trip completion. Travel report format shall include a minimum of the following: dates of travel, destination, purpose, individual’s contacted, brief synopsis, issues and challenges, recommendations, and the traveler’s signature. The Contractor shall provide the Travel Report.

2.7 Mission/Emergency Essential: None of the services listed in this Performance Work

Statement (PWS) are mission/emergency essential.

2.8 Duty Hours: Normal duty hours are 7:30 am to 4:30 pm, Monday through Friday (excluding

Federal Holidays) and Family/Down Days.

2.9 Federal Holidays: Federal offices are closed on New Year’s Day, Dr. Martin Luther King, Jr.

Birthday, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, and Christmas Day.

2.9.1 Family Days. The Family/Down Days are non-duty days. The Contractor shall not provide services during Family/Down Days. The COR will notify the Contractor of non-planned closures.

2.10 Conduct of Contractor Personnel: The CO or designated Government representative may require the Contractor to remove from the job site Contractor personnel working under this contract. Removal from the job site or dismissal from the premises shall not relieve the Contractor of the contract requirements.

2.10.1 Contractor personnel shall be required to observe Government facility parking, safety and traffic regulations that apply to all facility employees.

2.10.2 Alcoholic beverages on the job are prohibited.

2.10.3 There shall be no loud, profane or abusive language used on the job.

2.10.4 Contractor personnel shall present a neat well-groomed appearance. Neat, clean, casual business attire clothing shall be worn.

2.10.5 Contract employees shall work professionally with all internal and external customer/stakeholders at all times.

3.0 CONTRACT REQUIREMENTS:

3.1 Health Plan Manager (HPM). The Contractor shall perform HPM tasks to support functional areas as described in this PWS.

3.1.1 Provide knowledge of the mission, programs and requirements of integrated healthcare delivery systems and the relationship of Health Plans Management and Patient Administration within the military health system.

3.1.2 Provide management and organizational principles and practices and comprehensive knowledge of those practices into the healthcare service field.

3.1.3 Serve as key focal point and central resource person for the Air Force for activities related to the development and monitoring of healthcare plan management and patient administration activities for three regions with three separate managed care support networks.

3.1.4 Provide indirect care knowledge and skill to assist in developing and establishing health benefits systems interface and coordination, recommending necessary changes to existing Air

Force programs, assisting in preparing procedural guides and instructions, and coordinating implementation efforts.

3.1.5 Provide customer support, guidance, recommendations on policy interpretation and education to MTFs/MAJCOMs for all TRICARE Operations and Patient Administration (TOPA) related programs.

3.1.6 Receive inquiries directly from MTFs/MAJCOMs, TRICARE Area Offices, TRICARE

Regional Offices, DoD Components, other agencies, and various interested parties and independently recommend best course of action.

3.1.7 Provide knowledge and execute continuous process improvement methodologies to support/recommend courses of actions for MTFs for Health Plan and Patient Administrative related programs.

3.1.8 Recommend and provide assistance/information based on guidance and instructions contained in or from the following resources: OSD-HA, DHA, AFIs, policies, and procedures.

3.1.9 Provide information on patient administration functional areas to include Medical

Evaluation Boards, Secretarial Designee, Air Evacuation, Patient Tracking, Patient Travel, Medical

Records, and other Patient Administration functions.

3.1.10 Maintain the most current information on the uniformed services health benefits programs available, such as TRICARE Prime, Standard, Extra, Plus, TRICARE Dental Plan (TDP), TRICARE Prime Remote, TRICARE Overseas Program, TRICARE Global Remote Overseas, TRICARE For Life, Medicare, Civilian Health and Medical Program of Veterans Affairs

(CHAMPVA), Supplemental Insurance, Other Health Insurance, Third Party Liability, Mental

Health Program and Policy, Program for Persons with Disabilities, National Mail Order Pharmacy, TRICARE Online, and other state and Federal applicable health care programs.

3.1.11 Remain up to date of continuing changes to the variety of health benefit programs available to the beneficiaries, at the appropriate DoD, OSD-HA and MAJCOM levels and make independent decisions based on this guidance.

3.1.12 Review MTF TOPA data requests by other organizations for accuracy and implementation from the MTF perspective. Recommend changes, executes data calls, consolidates data and provides a thorough report of findings.

3.1.13 Provide feedback and complete formal tasks as related to health plans management and patient administration.

3.1.14 Provide office automation skills required such as database management, Microsoft Office, knowledge of the Composite Healthcare System (CHCS) and working on the Internet researching

TRICARE issues.

3.1.15 Communicate the English language clearly, both orally and in writing.

3.1.16 Proficient in all current Microsoft Office Software programs to generate various products

(i.e., tables of contents, import graphs or databases, create glossaries, align multiple columns, print document, identify files or make other notations at the top or bottom of each page, and create form letters and automatically merging these with mailing lists).

3.1.17 Proficient in the use of the Composite Healthcare System (CHCS) and Armed Forces

Health Longitudinal Technology Application (AHLTA) EHRs and navigating the Internet researching TRICARE related issues.

Qualifications

3.1.18 Bachelor’s degree in healthcare or related field (e.g., business administration, computer information systems, finance, economics, health management, etc.) is required with experience working within the TRICARE and Military Health System providing customer support, and professional interaction for at least 8 years’ with a bachelor’s degree or 15 years with no degree.

3.1.19 Minimum of 5 years’ experience with program and process management best practices, including continuous process improvement techniques, and the ability to employ such practices/techniques across a large organization.

3.2 EHR Transition/Sustainment PM. The Contractor shall perform EHR

Transition/Sustainment PM tasks to support functional areas as described in this PWS.

3.2.1 Apply program and process management best practices in support of MAJCOMs and MTFs as they transition to and sustain the new EHR.

3.2.2 Provide EHR transition and sustainment support to MAJCOMs and MTFs with expert interpretation and tailored guidance from OSD-HA, DHA, DHMSM, AFMSA, and AFI policies and procedures.

3.2.3 Interface/consult with HQ AF/SG, DHA, DHMSM Program Management Office, AFMSA, MAJCOMs, MTFs, and other agencies in support of the integration and sustainment of the new

EHR.

3.2.4 Assist in the development of higher headquarters policies and procedures relating to the EHR and disseminate to the appropriate level in a standardized fashion.

3.2.5 Support Organizational Change Management efforts to streamline the adoption of the new

EHR across the AFMS.

3.2.6 Provide organizational principles and practices, and comprehensive knowledge of those practices into the healthcare service field. Serve as key focal point, functional expert, and central resource person for the Air Force for activities related to the MHS’s EHR transition efforts and sustainment activities.

3.2.7 Provide customer support, guidance, recommendations on policy interpretation, and education to MAJCOMs and MTFs for all MHS GENESIS-related programs/processes.

3.2.8 Receive inquiries directly from MAJCOMs, MTFs, MHS Offices, DHMSM Program

Management Offices, DoD Components, other agencies, and various interested parties and independently recommends best course of action regarding EHR migration and sustainment.

3.2.9 Execute continuous process improvement methodologies to support/recommend courses of actions for MTFs for EHR-related programs.

3.2.10 Recommend and provide assistance/information based on guidance and instructions contained in or from the following resources: Office of Secretary Defense Health Affairs, DoD, MHS, DHA, AFIs, policies, and procedures.

3.2.11 Provide information as needed regarding MHS GENESIS to other functional areas to include Medical Evaluation Board, Secretarial Designee, Aeromedical Evacuation, Patient

Tracking, Patient Travel, Medical Records, and other Patient Administration functions.

3.2.12 Maintain the most current information on MHS GENESIS migration and sustainment efforts, including impacts on MAJCOMs and MTFs caused by the transition.

3.2.13 Remain up to date on continuing changes to overarching policies governing the EHR from the DoD, OSD-HA, DHA, DHMSM, and AFMSA, and make independent decisions based on this guidance in support of MAJCOMs and MTFs.

3.2.14 Review data requests by other organizations for accuracy and implementation from the MTF perspective and recommend changes, executes data calls, consolidates data, and provides thorough reports of findings.

3.2.15 Complete formal tasks and provide feedback as related to EHR migration and sustainment efforts.

3.2.16 Develop and execute presentations in-person or virtually regarding EHR migration and sustainment plans/efforts to all levels of the MHS as required.

3.2.17 Write informational papers related to the EHR migration and sustainment plans/efforts to be distributed to all levels of the MHS as required.

3.2.18 Proficient with Internet researching techniques and able to make and leverage professional contacts in support of EHR transition and sustainment requirements.

3.2.19 Communicate the English language clearly, both orally and in writing.

3.2.20 Contractor personnel shall have the ability to access, extrapolate, and utilize corporate analytical tools and resources.

3.2.21 Proficient in all current Microsoft Office software programs to generate various products

(i.e., tables of contents, import graphs or databases, create glossaries, align multiple columns, print document, identify files or make other notations at the top or bottom of each page, and create form letters and automatically merging these with mailing lists),

3.2.22 Knowledge of the CHCS, AHLTA, and Essentris/CliniComp EHRs and adept at navigating the Internet to research/investigate TRICARE related issues.

Qualifications

3.2.23 Bachelor’s degree in healthcare or related field (e.g., business administration, computer information systems, finance, economics, health management, etc.) is required with experience working with TRICARE and the MHS providing customer support and professional interaction for at least 8 years with a bachelor’s degree or 15 years with no degree.

3.2.24 Minimum of 5 years’ experience with program and process management best practices, including continuous process improvement techniques, and the ability to employ such practices/techniques across a large organization.

3.3 Estimated Workload

The quantities, as stated herein, are estimates and, as such, are subject to variations. These estimates are not conclusive. These estimates are provided for the Contractor to understand the full scope of workload to be performed; complete requirement descriptions are outlined further throughout this PWS.

Table 3 – HPM Workload Estimates by Task

Description of Events

Events (Per

Month)

Data retrieval, analysis, compilation and presentation of metrics for MTFs and MAJCOMs 150 slides

Data retrieval, compilation and analysis of health benefits inquiries for intergovernmental agencies 40 studies

Telephone training, consultation, and troubleshooting 75 telecons

Customer service for data recovery, analysis and interpretation for MTFs and MAJCOMs 600 emails

Situational awareness review of unit organizational email 60 reviews

Total Number of Events: 925

Table 4 – EHR Workload Estimates by Task

Description of Events

Events (Per

Month)

Data retrieval, analysis, compilation and presentation of status/adoption metrics for MTFs and MAJCOMs 85 slides

Evaluate and track Remedy tickets for MTFs transitioning/transitioned to MHS GENESIS 400 tickets

Reviews conducted to determine EHR transition impact to current AFMS policies 3 reviews

Telephone meetings, support, information requests, consultation, and troubleshooting 80 telecons

Review of AFMS’s Tri-Service Workflow Advisory Group

(TSWAG) membership, update as necessary

4 reviews, 12 updates

Support requests for Order Set Validation sessions 2 order set sessions

Support for information/task requests from higher headquarters 1,000 emails

Provide analysis and interpretation for MTFs and

MAJCOMs 2,000 emails

Situational awareness review of unit organizational email 200 reviews

Facilitate, lead, or attend local meetings 12 meetings

Total Number of Events: 3,798

3.4 Security Requirements

3.4.1 Security Clearance Requirements: All Contractor employees shall have/obtain an active favorable Tier 1 (T1) – NACI/NAC or meet the requirements of DoDM 1000.13-M-VI, January

23, 2014. Costs and documentation required for security certification will be the responsibility of the Contractor. The Contractor shall provide documentation received from the appropriate

Government agency as to the verification of contract personnel’s Tier 1 certification. In case the certification has been requested, but not received, the Contractor may provide documentation on any Contractor employee where certification has been requested. In the instance, the Contractor employee will be able to begin work in areas that would not conflict with Government security issues. The COR shall be kept abreast of issues dealing with the Tier 1 certification. The

Contractor’s security officer shall ensure timely notification of all hires to the Air Force Surgeon

General’s Security Office located at the AFMOA/SGA JBSA Lackland AFB..

3.4.2. List of Contractor Personnel: The Contractor shall maintain a current listing of Contractor personnel. The list shall include Contractor personnel’s name, social security number, and level of security clearance. The list shall be validated and signed by the company Facility Security Officer

(FSO) and provided to the CO and Information Security Program Manager (ISPM) at each performance site 30 calendar days prior to the service start date. Updated listings shall be provided when Contractor personnel’s status or information changes. A Visit Request for all Contractor personnel with security clearances is required to be sent through the Joint Personnel Adjudication

System (JPAS), and must be updated at least annually. The Contractor shall notify the ISPM at each operating location 30 calendar days before on-base performance of the service. The notification shall include:

3.4.2.1. Name, address, and telephone number of the company key management representatives.

3.4.2.2. The contract number and contracting agency.

3.4.2.3. The highest level of classified information to which employees require access.

3.4.2.4. The location(s) of service performance and future performance, if know.

3.4.2.5. The date service performance begins.

3.4.2.6. Any change to information previously provided under this paragraph.

3.4.3 Local Area Network (LAN): All Contractor employees requiring access to the Government unclassified computer network shall have a valid Tier 1 (T1) verified through Joint Personnel

Adjudication System (JPAS). No Contractor employee will be provided access to unclassified computer network or its inherent capabilities (i.e., internet access, electronic mail, file and print services, etc.) without a valid Tier 1 (T1). The Contractor shall be aware of and abide by all

Government regulations concerning the authorized use of the Government’s computer network including the restriction against using the network to recruit Government personnel or advertise job openings.

3.4.4 Disclosure of Information: In the performance of this contract, the Contractor may have access to data and information proprietary to a Government agency or to another Government

Contractor, or of such nature that its dissemination or use, other than as specified in this contract, would be illegal or otherwise adverse to the interests of the Government or others. The Contractor and its personnel shall not divulge or release data or information developed or obtained under performance of this contract, except to authorize Government personnel or upon written approval of the CO. The Contractor and its Contractor personnel shall not use, disclose, or reproduce proprietary information bearing a restrictive legend, other than as specified in the contract.

3.4.5 Non-Disclosure Agreement (NDA): All Contractor employees shall sign the non-disclosure statement provided at Appendix C prior to beginning of contract performance. The

Contractor must then provide a copy of the signed/dated NDA to the COR prior to beginning work.

(Appendix C).

3.5 Contractor Manpower Reporting Requirements Application (CMRA): The Contractor shall report ALL Contractor labor hours (including subcontracted labor hours) required for performance of services provided under this contract for the Air Force and Army via a secure data collection site. The Contractor is required to completely fill in all required data fields at http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September.

While inputs may be reported at any time during the FY, all data shall be reported no later than 31

October of each calendar year. Contractors may direct questions to the CMRA help desk.

3.5.1 Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

3.5.2 User Manuals: Data for AF service requirements must be input at the AF CMRA link.

However, user manuals for Contractors are available at the Army CMRA link at:

http://www.ecmra.mil.

3.6 Post-Award Meeting: The Government will host a post-award meeting with the Contractor within ten (10) business days after contract award. The CO shall contact the PM/COR and the

Contractor to schedule this meeting. Telecon/teleconference is permissible for the post-award meeting. The purpose of the post-award meeting is introduce the Contractor to the Government representatives (PM/COR) the Contractor will support; provide the Contractor the opportunity to explain in more detail their proposal’s technical approach; and entertain questions from either party. Take-aways from the meeting should be an exchange of contact information; a timeline of when direct support will start, if not yet started; and an understanding by all parties of all the http://www.ecmra.mil/ requirements to be performed by the Contractor and the support the Government will provide the

Contractor to perform the requirements, safely and efficiently.

4.0 PERFORMANCE OBJECTIVE:

4.1 Services Summary (SS): The Contractor services requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service for each requirement. These thresholds are critical to mission success.

4.2 Initial Contract Performance Review: The initial evaluation of Contractor performance is a joint determination by the multi-functional team that the Contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract. The initial evaluation will be conducted by the Government within thirty (30) business days after the Contractor assumes full performance responsibilities. At the Contract Officer's discretion, the Contractor shall attend a follow up meeting 90 calendar days after the contract award to assess the status of performance.

4.3 Services Summary Surveillance

TABLE 5 – PWS SS

HPM

SS#

PEFORMANCE

OBJECTIVE

PWS Para PERFORMANCE THRESHOLD

01 Response to formal taskers 3.1.13 By the designated suspense date

No more than three (3) substantiated errors during six (6) month period.

02 Response to customer inquiries

3.1.4, 3.1.5, 3.1.8, 3.1.9, 3.1.11

Initial reply within 1 business and an update every 3 business days until closure.

No more than 3 substantiated negative customer complaints, during six (6) month period.

TABLE 6- PWS SS

03 Prepare presentations and provide slides

3.1.6, 3.1.12

Copy provided within 1 business day of presentation

No more than 3 substantiated errors during six (6) month period.

Prepare informational papers

3.1.6, 3.1.12

Copy provided within 1 business day of distribution

No more than 3 substantiated errors during six (6) month period.

EHR Transition/Sustainment PM

SS#

PEFORMANCE

OBJECTIVE

PWS Para PERFORMANCE THRESHOLD

01 Response to formal taskers 3.2.1, 3.2.4, 3.2.5, 3.2.8, 3.2.14, 3.2.15

By the designated suspense date.

No more than 3 substantiated errors/missed suspenses during six (6) month period.

02 Response to customer inquiries/support requests

3.2.2, 3.2.3, 3.2.6, 3.2.7, 3.2.11, 3.2.13, 3.2.16

Initial reply within 1 business and at least one update every 3 business days until closure.

No more than 3 substantiated negative customer complaints during six (6) month period.

5.0 GOVERNMENT FURNISHED PROPERT (GFP): No GFP is being provided to the

Contractor in support of this contract. The Government will provide the Contractor with the facilities, equipment, and information necessary to perform the tasks stipulated in this contract.

Facilities include office space in both classified and unclassified work areas. Equipment includes computers, desks, chairs, access to printers, unclassified and classified networks, copy machines, classified destruction equipment, telephones (secure, DSN, commercial access capabilities), basic office supplies, and Government vehicles, if necessary and available. These items are incidental to the place of performance and remain accountable to the Government. In addition, the Government shall require each individual Contractor employee to sign hand receipts for all Information

Technology Equipment (ITE) that they exclusively use (i.e., all equipment on their desks). This includes laptops for travel or out-of-office use. Contractor employees are not required to sign for multiple users ITE such as network equipment, network printers, and servers. Information includes all reference material or documentation required to perform. All facilities, equipment, and information used by the Contractor will remain the property of the Government and the Contractor shall return all facilities, equipment, and information to the COR or other designated representative upon the request of the Government or at the end of the contract period of performance.

6.0 DELIVERABLES

6.1 The Contractor shall submit all deliverables as specified in this PWS and applicable Data Item

Description (DID).

03 Prepare presentations and provide slides, give briefings

3.2.1, 3.2.8, 3.2.9, 3.2.11-13, 3.2.16

Draft provided by the designated suspense date; all updates/changes made by subsequent suspense date(s).

month period.

Evaluate information/processes, prepare recommendation(s)

3.2.4, 3.2.9-11, 3.2.13, 3.2.14

Evaluation and draft recommendation(s) provided by the designated suspense date;

all updates/changes made by subsequent suspense date(s).

month period.

6.1.1 All deliverables must be submitted electronically to the COR(s).

6.1.2 The COR may approve extensions to the delivery timeline based on magnitude and complexity of the document topic.

6.1.3 Provide informal reports by e-mail as requested by the COR.

7.0 APPENDICES

7.1. APPENDIX A Acronym List

7.2. APPENDIX B DoD Regulations/Manuals/Instructions/Directives

7.3. APPENDIX C Business Associate Agreement (BAA)

7.4. APPENDIX D HQ USAF/SG Non-Disclosure Agreement

7.5. APPENDIX E Customer Complaint Record

APPENDIX A

ACRONYM LIST

Definitions and Acronyms

ACRONYM DEFINITIONS

AF Air Force

AFI Air Force Instruction

AFMS Air Force Medical Service

AFMOA Air Force Medical Operations Agency

AFMSA Air Force Medical Support Agency

CHAMPVA Civilian Health and Medical Program of Veterans Affairs

CHCS Composite Healthcare System

CONUS Continental United States

COR Contracting Officer Representative

CPAR Contractor Performance Assessment Reports

DHA Defense Health Agency

DHMSM Defense Healthcare Management System Modernization

DoD Department of Defense

DoDD Department of Defense Directive

EHR Electronic Health Record

FAR Federal Acquisition Regulation

FTE Full Time Equivalent

HIPAA Health Insurance Portability and Accountability Act of 1996

HPM Health Plan Managers

HQ USAF/SG Headquarters United States Air Force Surgeon General

IA Information Assurance

JTR Joint Travel Regulation

MAJCOM Major Command

MES Mission Essential Services

MHS Military Health System

MTF Military Treatment Facility

NACI National Agency Check Inquiries

NDA Non-Disclosure Agreement

OSD-HA Office of the Secretary of Defense – Health Affairs

PM Project Manager

PWS Performance Work Statement

TDP TRICARE Dental Plan

TOPA TRICARE Operations and Patient Administration

WAWF Wide Area Workflow

APPENDIX B

DoD REGULATIONS/MANUALS/INSTRUCTIONS/DIRECTIVES

Department of Defense (DoD) Regulations/Manuals/Instructions/Directives: Publications applicable to this requirement include, but are not limited to, those listed below. The Contractor shall follow all applicable publications and references thereto. Supplements or amendments to listed publications from any organizational level may be issued by the Air Force (AF) Publications

Office during the life of the contract. The Contractor shall immediately implement those changes in publications which result in a decrease or no change in the price and notify the Contracting

Officer (CO) in writing of such change. Should a decrease in contract price result; the Contractor shall provide a proposal for reduction in the price to the CO. Prior to implementing any change that will result in a price increase the Contractor shall submit to the CO a price proposal within 30 business days of receipt of notice of the change by the Contractor. The CO and the Contractor shall negotiate the change into the contract under the provisions of the contract clause entitled

"Changes". Failure of the Contractor to submit a price proposal within 30 business days from receipt of notice of the change shall entitle the Government to performance in accordance with

(IAW) such change at no increase in price.

Publications and forms are maintained and available electronically for contractor download through the internet.

DoD Directives can be found at http://www.dtic.mil/whs/directives/. Regulations are followed by a ―”R” (e.g., DoD 6025.18-R) and can be located on the website by clicking on Publications instead of ―Directives.

DEPARTMENT OF DEFENSE (DoD) REGULATIONS/MANUALS

INSTRUCTIONS/DIRECTIVES

*Most current version will apply*

PUB NO. TITLE

DoDI 6025.23 Health Care Eligibility Under the Secretarial Designee (SECDES) Program and Related

Special Authorities DoDI 6040.42 Management Standards for Medical Coding of DoD Health Records DoDI 6025.20 Medical Management (MM) Programs in the Direct Care System (DCS) and Remote

Areas DoDI 6025.13 Medical Quality Assurance (MQA) and Clinical Quality Management in the Military

Health System (MHS)

DoDD 6000.12E Health Service Support DoDD 6010.04 Healthcare for Uniformed Services Members and Beneficiaries

The Air Force’s E-Publishing site (http://www.e-publishing.af.mil) will be used to obtain Air Force

Instructions.

http://www.dtic.mil/whs/directives/

AIR FORCE INSTRUCTIONS (AFI)/MANUALS

*Most current version will apply*

PUB NO. TITLE

AFI 41-210 TRICARE Operations and Patient Administration Functions

TRICARE manuals can be found at http://manuals.tricare.osd.mil/pages/Default.aspx.

TRICARE MANUALS

*Most current version will apply*

TITLE

TRICARE Operations Manual TRICARE Policy Manual TRICARE Reimbursement Manual TRICARE Systems Manual

HHQ Policy Memos

Current and Previous NDAAs

APPENDIX C

BUSINESS ASSOCIATE AGREEMENT

This BAA can serve as a separate standalone agreement or may be used for new or existing contracts between the MTF and the business associate.

Business Associate Agreement

[USE FOR STANDALONE BAA ONLY] This Business Associate Agreement (this

"Agreement") is entered into this ___ day of ________, _____ (the “Effective Date”) between

[NAME OF MHS COVERED ENTITY] ("Covered Entity") and [NAME OF BUSINESS

ASSOCIATE], a [type of business entity] ("Business Associate").

Introduction

In accordance with 45 CFR 164.502(e)(2) and 164.504(e) and paragraph C.3.4.1.3 of DoD

6025.18-R, “DoD Health Information Privacy Regulation,” January 24, 2003, this document serves as a business associate agreement (BAA) between the signatory parties for purposes of the Health

Insurance Portability and Accountability Act (HIPAA) and the “HITECH Act” amendments thereof, as implemented by the HIPAA Rules and DoD HIPAA Issuances (both defined below).

The parties are a DoD Military Health System (MHS) component, acting as a HIPAA covered entity, and a DoD Contractor, acting as a HIPAA business associate. The HIPAA Rules require

BAAs between covered entities and business associates. Implementing this BAA requirement, the applicable DoD HIPAA Issuance (DoD 6025.18-R, paragraph C3.4.1.3) provides that requirements applicable to business associates must be incorporated (or incorporated by reference) into the contract or agreement between the parties.

(a) Catchall Definition. Except as provided otherwise in this BAA, the following terms used in this

BAA shall have the same meaning as those terms in the DoD HIPAA Rules: Data Aggregation, Designated Record Set, Disclosure, Health Care Operations, Individual, Minimum Necessary, Notice of Privacy Practices (NoPP), Protected Health Information (PHI), Required By Law, Secretary, Security Incident, Subcontractor, Unsecured Protected Health Information, and Use.

Breach means actual or possible loss of control, unauthorized disclosure of or unauthorized access to PHI or other Personally Identifiable Information (PII) (which may include, but is not limited to

PHI), where persons other than authorized users gain access or potential access to such information for any purpose other than authorized purposes, where one or more individuals will be adversely affected. The foregoing definition is based on the definition of breach in DoD Privacy Act

Issuances as defined herein.

Business Associate shall generally have the same meaning as the term “business associate” in the

DoD HIPAA Issuances, and in reference to this BAA, shall mean [INSERT NAME OF

BUSINESS ASSOCIATE].

Agreement means this BAA together with the documents and/or other arrangements under which the Business Associate signatory performs services involving access to PHI on behalf of the MHS component signatory to this BAA.

Covered Entity shall generally have the same meaning as the term “covered entity” in the DoD

HIPAA Issuances, and in reference to this BAA, shall mean [INSERT NAME OF MTF

COMPONENT].

DHA Privacy Office means the DHA Privacy and Civil Liberties Office. The DHA Privacy Office

Director is the HIPAA Privacy and Security Officer for DHA, including the National Capital

Region Medical Directorate (NCRMD).

DoD HIPAA Issuances means the DoD issuances implementing the HIPAA Rules in the DoD

Military Health System (MHS). These issuances are DoD 6025.18-R (2003), DoDI 6025.18

(2009), and DoD 8580.02-R (2007).

DoD Privacy Act Issuances means the DoD issuances implementing the Privacy Act, which are

Department of Defense Directive (DoDD) 5400.11 (2007) and DoD 5400.11-R (2007).

HHS Breach means a breach that satisfies the HIPAA Breach Rule definition of breach in 45 CFR

164.402.

HIPAA Rules means, collectively, the HIPAA Privacy, Security, Breach and Enforcement Rules, issued by the U.S. Department of Health and Human Services (HHS) and codified at 45 CFR Part

160 and Part 164, Subpart E (Privacy), Subpart C (Security), Subpart D (Breach) and Part 160, Subparts C-D (Enforcement), as amended by the 2013 modifications to those Rules, implementing the “HITECH Act” provisions of Pub. L. 111-5. See 78 FR 5566-5702 (Jan. 25, 2013) (with corrections at 78 FR 32464 (June 7, 2013)). Additional HIPAA rules regarding electronic transactions and code sets (45 CFR Part 162) are not addressed in this BAA and are not included in the term HIPAA Rules.

Service-Level Privacy Office means one or more offices within the military services (Army, Navy, or Air Force) with oversight authority over Privacy Act and/or HIPAA privacy compliance.

I. Obligations and Activities of Business Associate

(a) The Business Associate shall not use or disclose Personal Health Information (PHI) other than as permitted or required by this Agreement or as required by law.

(b) The Business Associate shall use appropriate safeguards, and comply with the DoD HIPAA

Rules with respect to electronic PHI, to prevent use or disclosure of PHI other than as provided for by this Agreement.

(c) The Business Associate shall report to Covered Entity any Breach of which it becomes aware, and shall proceed with breach response steps as required by Part V of this BAA. With respect to electronic PHI, the Business Associate shall also respond to any security incident of which it becomes aware in accordance with any Information Assurance provisions of this Agreement. If at any point the Business Associate becomes aware that a security incident involves a Breach, the

Business Associate shall immediately initiate breach response as required by part V of this BAA.

(d) In accordance with 45 CFR 164.502(e)(1)(ii)) and 164.308(b)(2), respectively, and corresponding DoD HIPAA Issuances, as applicable, the Business Associate shall ensure that any subcontractors that create, receive, maintain, or transmit PHI on behalf of the Business Associate agree to the same restrictions, conditions, and requirements that apply to the Business Associate with respect to such PHI.

(e) The Business Associate shall make available PHI in a Designated Record Set, to the Covered

Entity or, as directed by the Covered Entity, to an Individual, as necessary to satisfy the Covered

Entity obligations under 45 CFR 164.524 and corresponding DoD HIPAA Issuances.

(f) The Business Associate shall make any amendment(s) to PHI in a Designated Record Set as directed or agreed to by the Covered Entity pursuant to 45 CFR 164.526, or take other measures as necessary to satisfy Covered Entity’s obligations under 45 CFR 164.526, and corresponding DoD

HIPAA Issuances.

(g) The Business Associate shall maintain and make available the information required to provide an accounting of disclosures to the Covered Entity or an individual as necessary to satisfy the

Covered Entity’s obligations under 45 CFR 164.528 and corresponding DoD HIPAA Issuances.

(h) To the extent the Business Associate is to carry out one or more of Covered Entity's obligation(s) under the HIPAA Privacy Rule, the Business Associate shall comply with the requirements of the HIPAA Privacy Rule that apply to the Covered Entity in the performance of such obligation(s); and

(i) The Business Associate shall make its internal practices, books, and records available to the

Secretary for purposes of determining compliance with the HIPAA Rules.

II. Permitted Uses and Disclosures by Business Associate

(a) The Business Associate may only use or disclose PHI as necessary to perform the services set forth in this Agreement or as required by law. The Business Associate is not permitted to de-identify PHI under DoD HIPAA issuances or the corresponding 45 CFR 164.514(a)-(c), nor is it permitted to use or disclose de-identified PHI, except as provided by this Agreement or directed by the Covered Entity [MODIFY THIS SECTION IF THE PURPOSE OF THE

AGREEMENT/CONTRACT IS FOR THE BA TO DEIDENTIFY PHI FOR THE CE].

(b) The Business Associate agrees to use, disclose and request PHI only in accordance with the

HIPAA Privacy Rule “minimum necessary” standard and corresponding DHA policies and procedures as stated in the DoD HIPAA Issuances.

(c) The Business Associate shall not use or disclose PHI in a manner that would violate the DoD

HIPAA Issuances or HIPAA Privacy Rules if done by the Covered Entity, except uses and disclosures for the Business Associate’s own management and administration and legal responsibilities or for data aggregation services as set forth in the following three paragraphs.

(d) Except as otherwise limited in this Agreement, the Business Associate may use PHI for the proper management and administration of the Business Associate or to carry out the legal responsibilities of the Business Associate. The foregoing authority to use PHI does not apply to disclosure of PHI, which is covered in the next paragraph.

(e) Except as otherwise limited in this Agreement, the Business Associate may disclose PHI for the proper management and administration of the Business Associate or to carry out the legal responsibilities of the Business Associate, provided that disclosures are required by law, or the

Business Associate obtains reasonable assurances from the person to whom the PHI is disclosed that it will remain confidential and used or further disclosed only as required by law or for the purposes for which it was disclosed to the person, and the person notifies the Business Associate of any instances of which it is aware in which the confidentiality of the information has been breached.

(f) Except as otherwise limited in this Agreement, the Business Associate may use PHI to provide

Data Aggregation services relating to…