HT0011-16-R-0040-Global_NAL-Attachment_13-Questions_and_Answers-12-29-16.pdf

Question # RFP Reference Questions Gov't Response

1 General I am hoping to find out if there is an incumbent contractor currently performing these services or if this is a new requirement. If there is an incumbent, could you please provide the contract number

As stated on page 44 of the Solicition, 2.1 Backround, "Currently, there are two NAL contracts being executed." The CONUS NAL contract number is HT0011-13-C-0040 and the incumbent is Leidos. The OCONUS NAL contract number is HT0011-17-C- 0002 and the incumbent is Carenet.

2 Part 1, 3.4 (p. 45)

How does DHA request Contractor Interface with CHCS/AHLTA/Genesis for making appointments with MTF's? Will we access appointments via the Beneficiaries Web Portal?

Please see page 57, paragraph 5.1.21 "5.1.21 The contractor shall establish connectivity to the Government information systems (CHCS and MHS Genesis) used for appointing and urgent care referrals through either an MHS sponsored business-to-business gateway, the MHS-sponsored Application Virtualization and Hosting Environment (AVHE), and/or through Citrix 4.1 or higher."

3 PWS Part 1, 6.1 (p. 50)

The RFP states, “The contract manager or alternate shall be available between 8:00a.m. to 4:30 p.m., Monday thru Friday except Federal holidays or when the Government facility is closed for administrative reasons.” Does the Government wish to specify the time zone for the 8:00am to 4:30pm requirement?

Added EST to 6.1 "The contract manager or alternate shall be available between 8:00a.m. to 4:30 p.m. EST, Monday thru Friday except Federal holidays or when the Government facility is closed for administrative reasons." See amendment 01.

4 PWS Part 3, 3.1 (p. 54) When does the Government intend to cutover the 800# to the incoming contractor?

Option #1 on the 1-800-TRICARE will be re-routed from the incumbent contractor to the Global NAL contractor when they are fully operational, NLT six months after contract award.

PWS Part 5, 5.10 (p. 66), 5.15.3, and 5.15.4 (p. 73)

Section SF 1449 ‐ Continuation Sheet (pp. 3‐23)

PWS 5.15.4

PWS Part 5, 5.15.4 states, "The Government is the copyright owner and has the exclusive rights to copy, distribute and modify the software, or some type of nonexclusive license to use it as intended without incurring any additional fees.

If the contractor elects to utilize a Commercial Off The Shelf (COTS) product the Contractor must acquire all copyrights, trademark, licenses, intellectual property, etc."

Please clarify if this requirement applies to the systems and software that the Offeror will use to deliver its services under the contract (i.e., in the areas of Data Warehousing (Database), Business Intelligence Reporting, MTF (Clinic)/User Account Management and Quality Assurance Review Module software applications) OR to future work that may be negotiated under CLIN X005 and the related PWS Part 5, 5.10 requirements.

If this requirement applies to the systems and software that the Offeror will use to deliver its services under the contract, we recommend that the Government establish a separate CLIN for the requested rights to be priced. Currently, there are no CLINs identified that appear to be appropriate for the software costs related to this requirement. Additionally, because COTS usage is likely in this area, we believe it is in the best interest of the Government to have visibility into

To answer the first question, it would apply to both (systems and software to deliver services and future work in the Optional CLIN System Integration).

NON-Concur with vendor recommendation to establish an additional CLIN for software rights.

6 PWS 5.15.4

PWS Part 5, 5.15.4 states, "The Government is the copyright owner and has the exclusive rights to copy, distribute and modify the software, or some type of nonexclusive license to use it as intended without incurring any additional fees.

If the contractor elects to utilize a Commercial Off The Shelf (COTS) product the Contractor must acquire all copyrights, trademark, licenses, intellectual property, etc."

Please provide specific guidance on how the Government tends to utilize this software after completion of this contract (e.g., for the follow on NAL contract only, for Government-wide use, etc.). This information is necessary for Offeror’ to appropriately price the cost of software licenses and other related expenses associated with compliance with

Question is incomplete.

The government may choose to utilize this software after the completion of the contract for the follow on NAL contractor.

7 PWS Part 5, 5.4.1.8 (pp. 61‐62) and 5.6 (p. 64) Does the requirement for PCM On-Call (Optional CLIN) referenced in PWS

5.4.1.8 and 5.6 apply to OCONUS and CONUS locations, or only for CONUS locations?

This is a Global NAL contract, the services are the same for both CONUS and

OCONUS.

PWS Part 5, 5.4.1.8 (pp. 61‐62) and 5.6 (p. 64)

Section SF 1449 ‐ Continuation Sheet (pp. 3‐23)

In reviewing the requirements for PCMs On-Call, we believe that there are legal implications based on the varied requirements and regulations in the various countries of interest that make this requirement problematic. For the PCM On- Call calls originating from OCONUS locations, does the Government intend the contractor’s provider will serve in the capacity of a legal provider-patient relationship overseas, subject to in-country regulations OR are OCONUS PCMs providing advice only?

If the Government does intend that the contractor’s provider will serve in the capacity of a legal provider-patient relationship, subject to in-country regulations, we recommend that the Government modify the CLINs X009 requirements to include sub-CLINs for each country where a contractor provide will deliver service.

The government intends the contractor will serve in the capacity of a legal provider-patient relationship.

Non-concur with recommendtion to add sub-CLINs.

Added paragraph: 5.6.2.5 page 64 to the PWS. "5.6.2.5. The NAL contractor must provide a pool of qualified and state licensed primary care providers. Providers must be licensed to provide healthcare services to beneficiaries within specific states. The provider must be licensed in the state in which the beneficiary is located at the time of the call for eligible beneficiaries calling within the United States. The contractor shall provide primary care providers licensed in all of the countries identified in paragraph

4.5. The provider must be licensed in the country in which the beneficiary is located at the time of the call for eligible beneficiaries calling outside the United States.". See amendment 01

9 PWS Part 6, 6.18 (P. 79) Is it permissible to use the Offeror’s LMS instead of the DHA LMS, to deliver Privacy Act and HIPAA on-line training to its entire staff including subcontractors and consultants that perform work on this contract?

No, as stated on page 79, 6.18.1 "All required Privacy Act and HIPAA training will be conducted online through DHA learning management system (LMS) in place to deliver training to meet the above requirements."

PWS Part 6, 6.2.2, (pp. 73‐74) PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

Attachment 10 ‐ CDRLs

Deliverable 22, referenced in PWS 6.2.2, does not appear in the Exhibit 2 Deliverable Schedule. Please correct.

Corrected paragaph 6.2.2 on page 73. Changed "Deliverable 22 to Deliverable 21". See amendment 01. .

11 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

Please confirm that Deliverable 17 (Software Design Documentation) should be delivered with the proposal.

Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting.". See Amendment 01.

12 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

Please describe what evaluation criteria the Government will use to evaluate Deliverable 17 (Software Design Documentation). How will the Government use this draft deliverable in the evaluation process?

Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting.". See amendment 01.

Please see pg. 99 paragraph 4.2.3 and pg. 111, paragraph 2.2.3.4

13 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89) Please confirm that Deliverable 18 (Software Test Documentation) should be delivered with the proposal.

Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting."

14 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

Please describe what evaluation criteria the Government will use to evaluate Deliverable 18 (Software Test Documentation). How will the Government use this draft deliverable in the evaluation process?

Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting."

Please see pg. 99 paragraph 4.2.3 and pg. 111, paragraph 2.2.3.4

15 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

Deliverable 17 references PWS 5.15.1 that states, "The contractor shall provide documentation of the software design, to include the software architecture . . ."

Please describe what software architecture is being referenced in this requirement.

Please see 5.15.1.a, "An outline description of the software architecture, including major software components and their interactions. A description of the hardware and software platforms on which the system is built and deployed including an Entity Relation Module."

PWS Part 8, Technical Exhibit 2 Deliverables Schedule (p. 89)

PWS Part 5, 5.15 (pp. 72‐73)

Please clarify if the requirements in PWS paragraph 5.15 and Deliverable 17 and 18 apply to the systems and software that the Offeror will use to deliver its services under the contract OR to future work that may be negotiated under CLIN x005 and the related PWS 5.1 requirements.

The requirements in PWS paragraph 5.15 and Deliverables 17 and 18 apply to the systems and software the Offeror will use to deliver its services under the contract. The government may choose to utilize this software after the completion of the contract for the follow on NAL contractor.

17 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (pp. 87‐89)

The solicitation identifies numerous draft deliverables required with the proposal, including the Program Management Plan, Quality Assurance Surveillance Plan, Incoming Operational Transition Plan, Quality Control Plan, Software Design Documentation, and Software Test Documentation. These topics and the corresponding PWS references overlap with the topics in Factor 1.

In order for Offerors to comply with the requirement to address each of these plans as part of Factor 1, we request that the Government increase the total page limit for Factor 1 to 100 pages.

Factor 1 page limit is 20 pages. The following are not included in the page count:

Representations and Certifications, Resumes of Key Personnel (limit two pages per individual, Technical Approach cover page, table of contents, glossary, OCI Mitigation Plan, OCI Contract List and appendix.

18 PWS Part 8, Technical Exhibit 2 Deliverables Schedule (pp. 87‐89)

Please confirm that any draft deliverables submitted with the proposal will be evaluated under Factor 1-Gated Criteria. If this is not a correct assumption, please describe how, and under which evaluation factor, the Government will assess the draft deliverables.

Yes, all draft deliverables will be evaluated under Factor 1. Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting." See amendment 01.

19 PWS, Part 5; 5.1.19 (p. 57)

This requirement requires Offeror’s to obtain beneficiary consent to provide PHI and PII using non-written media (e.g., telephone). Please confirm that it Is the Government’s expectation that Offeror’s will obtain consent from beneficiaries to provide PHI and PII orally versus in written form?

Please see paragraph 5.1.19 The contractor is responsible for obtaining and documenting the beneficiary’s consent to provide PHI and PII to the NAL contracting staff either through the telephone, secure web-chat or video conferencing communicatio channels prior to the connection. The NAL contractor is also responsible for obtaining and documenting consent to email or text message the MHS eligible beneficiary directly their general self-care and/or watch out conditions.

20 PWS, Part 5; 5.6.2 (p. 64)

What are the state physician licensure requirements for contractor PCMs On- Call serving overseas beneficiaries?

Added paragraph: 5.6.2.5 page 64 to the PWS. "5.6.2.5. The NAL contractor must provide a pool of qualified and state licensed primary care providers. Providers must be licensed to provide healthcare services to beneficiaries within specific states. The provider must be licensed in the state in which the beneficiary is located at the time of the call for eligible beneficiaries calling within the United States. The contractor shall provide primary care providers licensed in all of the countries identified in paragraph

4.5. The provider must be licensed in the country in which the beneficiary is located at the time of the call for eligible beneficiaries calling outside the United States." See amendment 01.

21 PWS, Part 1; 5.1.3 (p. 47)

Is it the Government’s intent to receive the top ten adult and the top ten pediatric detailed examples or only top ten in total combining both?

The government modified paragraph 5.1.3 on page 47 to state, "As part of the QCP, the contractor shall provide the top five adult and top five pediatric triage guidelines, algorithms, or protocols expected to be utilized for this service." See amendment 01.

22 RFP 2.3 (pp. 111‐112)

Given the references in referenced paragraph 2.3.1 to FAR 52.219-9, our understanding is that the percentage goals specified in referenced paragraph

2.3.2 represent percentages of subcontracted dollars. Please confirm this understanding.

Yes, your understanding is correct.

23 RFP 4.1.4 (p. 98)

Is the reference to "internal staffing plan" in the quality control plan (QCP) restricted to staff who perform quality control activities for the Global NAL and report to the Quality Assurance Manager, a key personnel position? Please provide a definition of staff who are considered "internal" and should be described in the internal staffing plan.

No, the internal staffing plan applies to the entire Global NAL contract.

24 RFP 4.1.6 (p. 98)

The RFP states, “It shall describe the offeror’s understanding of the requirements to obtain and maintain access and interoperability with existing military applications and systems to include the Defense Enrollment Eligibility Reporting System (DEERS), Composite Health Care System (CHCS), and the new military electronic health record MHS Genesis."

Given that only specific potential bidders have direct experience with MHS Genesis as a result of current contracts specific to the implementation of MHS Genesis and that the system is not yet operable, we request that the Government make available the technical specifications regarding this new system relevant to obtaining and maintaining access and interoperability to all potential bidders as part of the solicitation?

If the Government cannot make such documentation available, please describe what elements of the approach to maintaining access and interoperability with Genesis will be considered in the Government’s evaluation (e.g., will the Government limit its evaluation of this factor to those technical aspects of the system connectivity that have been released publically?).

Modified Section 4.1.6 to remove, "and the new military elctronic health record, MHS Genesis."

25 RFP 6.4 (p. 101)

The solicitation states, "6.4 The Offeror shall submit a list of at least five (5) but no more than eight (8), references of relevant contracts and orders shall be within the past three (3) years. The contracts and orders may be past or current., and the contracts and orders may have been with Federal, State, City agencies or commercial customers. References are required for Prime Contractors, Subcontractors, and any teaming partners."

Please confirm our understanding that the Government is requesting the most relevant past performances from across the Prime, Subcontractors, and teaming partners, with no less than five (5) and no more than eight (8) references submitted from our entire team. If this interpretation is incorrect, please clarify the instructions for subcontractor and teaming partner past performance submissions.

Yes, the Government is requesting at least five references, no more than 8 references for the entire proposed team.

RFP 6.4 (pp. 101‐102) RFP 6.7 (p. 112) RFP 2.4.2 (p. 112)

Recency is defined inconsistently in the instructions section (FAR 52.212-1 Addendum, page 101-02, sec. 6.4, 6.7) and in 2. Evaluation Factors (FAR 52.212-2 Addendum, page 112, sec. 2.4.2). The Instructions Section defines it as including contracts within the past 3 years, and the Evaluation Section define it as within the past 5 years. Please identify the correct definition for recent contracts for past performance submission and evaluation.

Updated to state five years. See amendment 01.

RFP 6.7 (p. 102) RFP 2.4 (p. 112)

The definitions of "relevant" past performance in Instructions Section (FAR 52.212-1 Addendum, page 102, 6.7) and the Evaluation Section (FAR 52.212-2 Addendum), page 112, 2.4) do not explicitly state that relevant past performance includes subcontractor past performance even though other portions of Instructions Section provide that subcontractor past performance shall be submitted.

Please confirm that "relevant" past performance for both submission and evaluation purposes includes subcontractor past performance, and, if so, revise both RFP definitions to clarify this issue.

Yes, relevent past performance include both for prime and proposed subcontractors.

RFP 7.5 (p. 103)

Attachment 3 – Estimated Workload Sheet

The RFP states, "The Government provided a historical and estimated workload data in attachment 3(not inclusive of the pacific region) to accomplish all the tasks identified in the PWS." (emphasis added) It further states, "The Offeror shall develop their price proposal based on their best technical approach to meet the requirements of the PWS.”

The pricing of a services contract such as this is based largely on volume levels.

The lack of any information on Pacific Region volumes places considerable risk on the Government and offeror.

Request the Government provide eligible participant data for regions comparable to the pacific region.

Attachment 3, paragraph a. includes the estimated volume for the pacific region.

Added the below information in Attachment 3:

Estimated eligible population by Overseas Region:

Overseas – Europe – 158,000 Overseas – Pacific – 153,000 Overseas – Latin America – 10,000 See amendment 01.

29 RFP Clauses Incorporated By Reference (p. 27) On page 27, the RFP incorporates FAR 52.219-9, Alt. II. However, throughout the rest of the RFP, the reference is to FAR 52.219-9. Which version of the clause is correct?

FAR 52.219-9 Alt II is removed. See amendment 01.

30 Section SF 1449 ‐ Continuation Sheet (pp. 3‐23)

Regarding CLINs X003 - Telehealth Triage Nurse, please confirm our understanding that bidders are required to submit a firm-fixed price quote for th performance of the entire PWS (i.e., all call volumes) under the Triage Nurse CLINs, rather than quote the cost for a single Triage Nurse for the CLIN period of performance.

Yes.

31 Section SF 1449 ‐ Continuation Sheet (pp. 3‐23)

Regarding CLINs X009 - PCM On-Call (Optional), please confirm our understanding that bidders are required to submit a firm-fixed price quote for th performance of the entire PWS (i.e., all call volumes) under the PCM On-Call CLINs, rather than quote the cost for a single PCM On-Call for the CLIN period of performance.

Yes.

32 Section SF 1449 ‐ Continuation Sheet (pp. 3‐23)

Section SF 1449 - Continuation Page (Schedule B) the pricing is requested in terms of a period of performance (6 months, 12 Months). Pricing volume driven performance requirements in this manner is likely to result in proposed pricing higher than necessary to offset Offerors risk. To mitigate this problem, is the Government willing to consider a Firm Fixed Rate per call on line items X002, X003 and X009.

No. The offeror shall base their proposed price based on the estimates provided in Attachment 3.

RFP 3.4 Proposal Organization And Page Limit (P. 97)

6.0 Factor 4 – Past And Present Performance (Pp. 101‐102)

Volume IV, Factor 4, Present and Past Performance states a 5-page limit. What of this volume does the 5-page limit refer to:

1) The volume’s narrative text per 6.1 (p. 101)?

2) Each past and present performance reference per. 6.4 (pp. 101-102)?

3) Both 1) and 2) above?

Page limit increased to 15. See amendment 01.

34 Attachment 6, Small Business Participation Plan

FAR 52.219-9(l) provides that "[p]urchases from a corporation, company, or subdivision that is an affiliate of the Contractor or subcontractor" are not counted as subcontracts for reporting against small business subcontracting goals, and that "[s]ubcontract awards by affiliates shall be treated as subcontract awards by the Contractor."

In order to ensure that offerors' subcontracting plans are consistent with the data reported in Attachment 6 of the RFP, please confirm that for Attachment 6, item 3, "Dollar Value of your participation as a prime contractor," this amount shall include purchases from a corporation, company, or subdivision that is an affiliate of the prime contractor.

Yes. Attachment 6 updated. See amendment 01.

35 General Is there a particular date we should assume for the start of transition? This date is dependent upon when the contract is awarded.

36 RFP section 2.1 and 3.4, Pg 97 and 108

Due to the page limitations in the revised Volume I, it is difficult for a non-incumbent to provide sufficient detail to ensure we meet the evaluation criteria, PWS requirements, and risk, compliance and uncertainty assessments for the six sections and draft plan deliverables within the 20 page count. We ask that DHA consider taking the plans outside of the page limitation in order to give offeror’s the opportunity to meet the requirements and pass the gated criteria

Factor 1 page limit is 20 pages. The following are not included in the page count:

Representations and Certifications, Resumes of Key Personnel (limit two pages per individual, Technical Approach cover page, table of contents, glossary, OCI Mitigation Plan, OCI Contract List and appendix.

37 RFP section 2.5.3, Pg 113

"Providing pricing for the optional six-month extension period is required."

Attachment 4 - Pricing Sheet does not provide a template for this additional pricing. Can the Government provide additional direction for this requirement?

See addendum 52.212-2(2.5.3) to see how the optional 6 months will be evaluated.

38 RFP section 3.2, Pg 95 In light of the winter holiday season, would the Government kindly consider extending the proposal due date?

The proposal due date remains No Later Than January 17, 2017, 12:00 PM EST.

39 RFP Section 3.2, Pg 95 Electronic Submission: Are there any restrictions on files sizes when submitting electronically?

No

40 RFP Section 3.3.6, Pg 96

Font sizes: Please confirm that for screen captures, sample reports, etc. font types other than Times New Roman and sizes smaller than 10 pt. are acceptable Times New Roman is not a standard font used for web sites and portals and many reporting systems are set up to use standard fonts other than Times New Roman.

Illustrations font size of 10 is acceptable, anything small is not acceptable.

41 RFP Section 3.4, Pg 97

Volume IV page limits. In addition to the 5-8 past/present performance references, the government has requested a significant amount of additional information in this section including 12 months of metrics for multiple contracts Will the Government consider increasing the page count for this volume to ensure that offerors are able to provide the level of information necessary to address these requirements sufficiently and ensure a level playing field for all offerors?

page limit increased to 15 pages. See amendment 01.

42 RFP Section 3.4, Pg 97 The cover page, table of contents, glossary, and appendix for the Technical Approach volume is excluded from page count. Will the Government exclude the same for the other volumes which have page count limits?

Yes. See amendment 01.

43 RFP Section 3.4, Pg 97

Given that Section 3.3.6 Page 96 states “Electronic submissions shall be arranged so that it can be printed on 8 ½” x 11” (with no fold-outs) white paper and printed double-sided" can the Government clarify the intent of the page limitation referenced in Section 3.4? For example, Volume I: do 40 electronic pages, when formatted to print double-sided, adhere to the page limit of 20?

The page limit in section 3.4 shall be single-sided. See amendment 01.

44 RFP Section 3.4, Pg 97 Which Volume should the SF 1449 be included? The SF1449 should be inclided in the Price Volume

45 RFP Section 3.4, Pg 97 Is it the Government’s expectation that a maximum of eight (8) contracts can be fully addressed within a five (5) page limit? Will the Government consider a more reasonable page count?

Page limit increased to 15 pages. See amendment 01

46 RFP Section 3.4 and 8.2, Pg 95 and 89‐90.

Deliverables: Please confirm that responding to instructions in Section 3.4 meet the requirements for the draft plan submissions in the PWS i.e., PMP, QCP, and Incoming Transition Plan.

Yes.

47 RFP Section 52.217‐9, Pg 41

Pg. 41: (c) of the RFP states, “The total duration of this contract, including the exercise of any options under this clause, shall not exceed 60 Months.” How is CLIN “Option-4011 Transition Out Period” to be treated? Is it outside of the Main 60-Month Contract, or should the O&M CLINs read “9 Months” vs. “12 Months?”

The Government anticipates continued performance through the transition period.

48 RFP Section 5.1.17, Pg 56

Can the Government provide call volume statistics for languages other than English?

No.

49 RFP Section 5.1.21, Pg 57

Given the fact that CAC and CHCS/MHS GENESIS database access is controlled by the Government, will the Government confirm that necessary steps be taken to obtain access within the transition time line?

Yes, the government will work with the NAL contractor to gain access to the necessary systems.

50 RFP Section 5.4.1.3, Pg 61 Will the Government provide the regular down time intervals for the CHCS/MHS Genesis?

No.

51 RFP Section 5.4.1.10, Pg 64 What is the expected threshold (in days) for account deactivation due to “inactivity” for CHCS and DEERS?

Currently, accounts are deactivated after 90 days of inactivity.

52 RFP Section 5.6.2, Pg 64

Does the DHA expect the Optional CLIN (PCM on call by the contractor) to be offered to the beneficiary prior to locating an urgent care? This question needs additional consideration As per 5.6.2.2 the contractor shall be responsible for supplying providers to conduct a virtual visit after the NAL caller has been triaged by the telehealth RN.

53 RFP Section 5.7, Pg 48

Do all contractor personnel performing work under this contract require a CAC;

or only those personnel required to gain access to government systems? For example, Quality Auditors, Program Management.

Only those personnel required to gain access to government systems require a CAC.

54 RFP Section 5.6.2, Pg 65

Will the Government provide additional information about the sick slip process and reporting requirements?

Please see paragraph 5.8.3 on page 65. " If medically necessary, the self-care instructions shall include a recommendation to “stay at home” for a defined period of time. These specific instructions shall be documented in an electronic format and provided to the beneficiary (e.g. by email or text message) in the form of a sick slip so the beneficiary can provide it to their employer for verification to potentially be excused from work. All Active duty military members must comply with their military and unit guidance/regulation and may be required to go through their Primary Care Team to receive an approved sick slip documentation."

55 RFP Section 6.0, Pg 101‐102

Past/Present Performance References: The government indicates that offerors should provide past/present performance information for the Prime, subcontractors, and team members. Please clarify that the government desires this information from the prime and only major subcontractors/team members

The Government is requesting past/present performance reference from both the prime and major subcontractors(if any).

56 RFP Section 6.0, Pg 49 Will the Government accept a post graduate professional certification in lieu of the required post graduate degree for key personnel?

Modified Education to reflect "Bachelor's degree required" for the Sr. Program Manager Global NAL. See amendment 01.

57 RFP Section 6.2, Pg 74

Given that the contractor provided PCM On Call are providers please confirming NIST is not required?

The contractor shall, at a minimum, comply with the security controls specified by the National Institute of Standards and Technology (NIST) Special Publication 800-53/53a, current version, Privacy Act Program Requirements (DoD 5400, 11-R), the Personnel Security Program (DoD 5200.2-R) and OMB M-06-16, DFARS Checklist (Deliverable 20)(Attachment 9).

58 RFP Section 6.2.2 and 8.2, Pg 88‐90

RFP section 6.2.2 lists deliverables 20, 21 and 22. The Deliverable Schedule in section 8.2 only lists 21 deliverables. Will the Government please update the deliverable schedule to include the missing deliverable?

Changed Deliverable 22 to 21 on page 74. Per schedule Deliverable 21 is both the written determination and CDRL See amendment 01.

59 RFP Section 7.1, Pg 81

Section 7.1 of the RFP calls out providing labor categories and rates for FFP CLINS. Labor categories and labor rates are indicative of Labor Hour, T&M and FFP LOE contracts. Is the Government’s intent to execute to FFP LOE given this requirement?

The government intent is to execute a FFP contract. The Government is requesting labor categories and fully burdeneed rates for each correspondng CLINs.

60 RFP Section 7.7, Pg 103

Given applicable Service Contract Act (SCA), Respondent requests the Government incorporate into the RFP HT0011-16-R-0040 the specific wage determinations for use on the effort in advance of the proposal due date.

Wage Determination is based on locations. Offerors should use the wage determination website provided and proposed the labor categories and rates based on the proposed location of the personnel.

61 RFP Section 8.0, Pg 91

What volume should include the representations and certifications? This should be included in the Price Volume

62 RFP Section 8.0, pg 103

In the event an OCI Statement and Mitigation Plan are necessary, which volume should include them?

This should be included in the Price Volume

63 RFP Section 12.1, Pg 51

Will the Government permit the transition plan to be outside the volume page count?

No, Factor 1 page limit is 20 pages. See amendment 01 for factor 1 page limit exclusion

64 Attachment 3 item j, Pg 4

Will the Government provide an estimate for the Pacific Region so that Respondents’ can adequately estimate for full OCONUS support?

Attachment 3, paragraph a. includes the estimated volume for the pacific region.

Added the below information in Attachment 3:

Estimated eligible population by Overseas Region:

Overseas – Europe – 158,000 Overseas – Pacific – 153,000 Overseas – Latin America – 10,000

65 Attachment 3 item j, Pg 4

What is the population size of the Pacific Region that Respondents’ will be supporting?

Added the below information in Attachment 3:

Estimated eligible population by Overseas Region:

Overseas – Europe – 158,000 Overseas – Pacific – 153,000 Overseas – Latin America – 10,000. See amendment 01.

66 Attachment 4‐Pricing Sheet, RFP Section 7.4, Pg 103

Optional CLIN-0005 is greyed out. Is it the intent of the Government for offerors to leave this field blank? This would seem to contradict Section 7.4, Pg 103 of the RFP…"A line item price left blank will be considered nonresponsive to this request and the quote will not be considered for award."

Updated. See amendment 01.

67 Attachment 4‐Pricing Sheet Is it the intent of the spreadsheet to have the 2nd tab labeled CLIN breakdown tie in total $ amount to the CLIN price on the first tab? Should ODC's be reflected on 2nd tab or just labor?

ODC should not be reflected in the CLIN breakdown tab, only Labor.

68 Attachment 4‐Pricing Sheet

The CLIN Breakdown tab of Attachment 4, Pricing Sheet, references labor details. Please confirm the total of tab “CLIN Breakdown” doesn’t necessarily have to match Column G, “Total Price” of the CLINS TOTAL tab as Respondent’s FFP Pricing can include cost elements other than labor.

The labor CLINs total should match. The CLIN breakdown section is requesting Fully Burdened Rates. ODC is a plug number provided to all offerors, no need to include the ODC cost in the CLIN breakdown tab.

69 Attachment 4‐Pricing Sheet For non-labor cost elements, will Respondent’s Cost Volume Cost Estimating verbiage meet the Government’s requirement for cost details, or does the Government intend for Attachment 4 to contain all costing details?

Offeror should provide price detail in the price volume, which is inclusive of attachment 4(pricing sheet).

70 Attachment 4‐Pricing Sheet

If Attachment 4 is intended for all cost element details, please advise how the Government requires non-labor cost elements to be input into Attachment 4.

Only headings listed in the CLIN breakdown tabs in attachment 4 are required.

71 Attachment 5‐DRAFT QASP, 8

Standard #6 says that the contractor shall maintain an Average Speed of Answer of 30 seconds. However, it then says that calls must be answered within 30 seconds 95% of the time, which is a different measure. Is the intent to say that ASA must be 30 seconds or less 95% of reporting periods, or that 95% of calls must be answered in 30 seconds or less.

Modified page 55, paragraph 5.1.7, page 87, PSR 6 of the PWS, and the Attachment 5, draft QASP state "The performance standard is an ASA within 30 seconds 95 percent of the reporting period." See amendment 01.

72 5.0‐ Pg 34 of 115; 52.212‐5, 52.222‐17, 52.222‐41, 52.222‐43 pg 38 of 115; 52.222‐49 pg 41 of 115

Item 5.0 Wage Determination refers to the DOL wage determination website (page 34 of 115); Section 52.212-5 Contract Terms and Conditions includes 52.222-17, Nondisplacement of Qualified Workers, 52.222-41 Service Contract Labor Standards, and 52.222-43 Fair Labor Standards Act and Service Contract Labor Standards (page 38 of 115); and 52.222-49 Service Contract Labor Standards –Place of Performance Unknown states wage determinations are attached or provided upon request (page 41 of 115). Will the Contracting Office specify positions under the incumbent contract that are covered under SCA, location, number of years of performance, and if Awardee is expected to hire existing SCA incumbent staff?

The SCA positions depends on the offeror proposed labor categories and corresponding rates. Any potential awardee will be required to comply with the terms and conditions o the contract.

73 5.0‐ pg 34 of 115; 52.222‐17, 52.222‐41, 52.222‐43 pg 38 of 115; 52.222‐49 pg 41 of 115.

Item 5.0 Wage Determination refers to the DOL wage determination website (page 34 of 115); Section 52.212-5 Contract Terms and Conditions includes 52.222-17, Nondisplacement of Qualified Workers, 52.222-41 Service Contract Labor Standards, and 52.222-43 Fair Labor Standards Act and Service Contract Labor Standards (page 38 of 115); and 52.222-49 Service Contract Labor Standards –Place of Performance Unknown states wage determinations are attached or provided upon request (page 41 of 115). Will the Contracting Office confirm that it is up to the Offeror to identify performance locations and use the relevant SCA rates listed on the website, or confirm that an Offeror must officially request SCA rates from the Contracting Office prior to the proposal due date.

Yes, it's up the Offeror to identify performance locations and use the relevant SCA rates listed for that location on the WDOL website.

74 5.11 pg 48 of 115

Item 5.11 Special Qualifications (Page 48 of 115) states that Telehealth RNs must be licensed to provide healthcare advice to beneficiaries within specific states and that the Telehealth RNs must be licensed in the state in which the beneficiary is located at the time of the call for eligible beneficiaries calling within the United States. What are the states that have been required under the existing contract? What has been the proportion of calls by state during the incumbent contract delivery period?

The abiility to provide RN triage in all states is required.We do not have historical data on the proportion of calls broken down by state.

75 5.11 pg 48 of 115

Item 5.11 Special Qualifications (Page 48 of 115) states that Telehealth RNs must be licensed to provide healthcare advice to beneficiaries within specific states and that the Telehealth RNs must be licensed in the state in which the beneficiary is located at the time of the call for eligible beneficiaries calling within the United States. Will the Contracting Office provide a list of the most heavily concentrated use by state based on historical and/or expected use?

No.

76 Volume 1 pg 97 of 115

Will the Contracting Office please confirm the 20 page limit for Volume I (page 97 of 115)? Will the Contracting Office consider expanding this section to allow more detailed explanation of all required sub factors include in Volume I? Or, is it the expectation of the Contracting Office that detailed explanations will be contained in other sections and Volume I coverage should simply provide an overview?

Factor 1 page limit is 20 pages. See amendment 01 for factor page limit exclusions.

77 Volume 1 pg 97 of 115 and pg 89 of 115

Will the Contracting Office please confirm the 20 page limit for Volume I (page 97 of 115)? Is Subfactor 1d: Quality Control Plan excluded from the 20 page limit for Volume I? If not, what is the difference in what is expected for Subfactor 1d in Volume I and the required Quality Control Plan that must be submitted with the proposal (page 89 of 115)?

Factor 1 page limit is 20 pages. The QCP is included in the 20 page limit and is the same as deliverable 12. See amendment 01 for factor 1 page limit exclusion.

78 Is cross-referencing permitted within and/or across Volumes? No

79 4.1.5 pg 98 of 115 Should Eligibility Verification 1e, item 4.1.5 (page 98 of 115) be covered in the Technical Approach Volume II rather than in Volume I?

Eligibilty is a gated criteria and should remain in Volume I.

80 table of pg 69 of 115 and Attachment 3

Will the Contracting Office provide the current incumbent metrics for all of the required reporting items listed in the Table on page 69 of 115? Some are included in the Attachment 3, but not all are included.

No.

81 Exhibit 1 pg 82‐88 of 115

Will the Contracting Office provide current incumbent data related to the performance metrics included in Technical Exhibit 1 (pages 82 to 88 of 115)?

No.

82 Exhibit 2 pg 88 of 115

Is the Program Management Plan required in Technical Exhibit 2 beginning on page 88 of 115 different than what is expected regarding Program Management in Volume I? If so, please specify the differences. Is this Program Management Plan included in the Volume I , 20 page limit?

Deliverable 1, on page 88 of the PWS, is the same as the Program Management Plan identified in Volume 1. The Program Management Plan is included in the 20 page limit.

83 Exhibit 2 pg 88 of 115

Is the Quality Assurance Surveillance Plan in Technical Exhibit 2 beginning on page 88 of 115 different than what is expected regarding Quality in Volume I? If so, please specify the differences. Is this Quality Plan included in the Volume I , 20 page limit?

The draft Quality Assurance Surveillance Plan (QASP), Deliverable 2, is Attachment 5 and was provided with the solicitation. Deliverable 12, Quality Control Plan on page 89 of the PWS, is the same as the Quality Control Plan (QCP) identified in Volume 1. The QCP is included in the 20 page limit.

84 Exhibit 2 pg 88 of 115

Is the Incoming Operational Transition Plan in Technical Exhibit 2 beginning on page 88 of 115 different than what is expected regarding Transition in Volume I? If so, please specify the differences. Is this Incoming Operational Transition Plan ncluded in the Volume I , 20 page limit?

Deliverable 10, Incoming Operational Transition Plan on page 89 of the PWS, is the same as the Incoming Operational Transition Plan identified in Volume 1. The Incoming Operational Transition Plan is included in the 20 page limit.

85 Exhibit 2 pg 88 of 115

Is the Quality Control Plan in Technical Exhibit 2 beginning on page 88 of 115 different than what is expected regarding Quality in Volume I? If so, please specify the differences. Is this Quality Control Plan included in the Volume I , 20 page limit?

Deliverable 12, Quality Control Plan on page 89 of the PWS, is the same as the Quality Control Plan (QCP) identified in Volume 1. The QCP is included in the 20 page limit.

86 pg 91 of 115

On page 91 of 115, item (e) encourages multiple offers presenting alternatives.

If the Offeror can provide potential alternatives that will improve outcomes and/or create cost savings, can these be referred to in the proposal, and discussed only if the Government expresses interest rather than being presented in a separate offer given the time frame between Solicitation release and Proposal Due Date?

The government is requesting the vendors provide the best solution. No alternate proposal will be accepted or evaluated.

See updated amendment 01.

87 Attachment 3 Attachment 3 – Will the Contracting Office provide historic details on call volumes and/or types by state?

No. Data is not readily available at this time.

88 Attachment 3

Attachment 3 – Will the Contracting Office provide historic details on the incumbent’s RN licensing by state? Please provide average nurses per state license even if this is a variable number.

The NAL PMO does not have this level of detailed data at this time.

89 Attachment 3

Attachment 3 - Does the Government have details or has the Government formed any conclusions on the variance in use between the first half of Calendar Years 2015 and 2016?

No conclusions on the variance have been document.

90 Attachment 3 Attachment 3 – Does the Government expect the growth in Nurse Line use to follow the existing trend?

The growth of the NAL is uncertain at this time.

91 Attachment 3 Attachment 3 – Does the Government expect the OCONUS usage to be reflected in the difference between the forecasted volume and the actual CONU volume?

The government provided estimates for the Global NAL, as stated in paragraph a of Attachment 3, which includes all covered areas (CONUS and OCONUS).

92 Attachment 3

Attachment 3 – Table e suggests that all calls fell into 1 of 4 care areas:

Pediatric, Adult, Women’s Health, and Mental Health; since the data provided equates to 100%, does this mean that calls in other specialties were not taken? If so, what is the driver of the broader RN specialty requirements included in the

PWS?

No, the calls in other specialities fall within one of those broader categories.

93 Attachment 3 Attachment 3 – Will the Contracting Office provide outcomes data for the current contract?

No.

94 Attachment 3 Attachment 3 – What is the time zone used in Table f, FY16 NAL Calls by Hour?

The data reflects the caller's time zone.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

5.1.3, and 2.2.1 part V, Tasks: Basic Services, and Evaluation Factor 2‐Technical Approach

Pg. 55 and 109 HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

5.1.3, and 2.2.1 part V, Tasks: Basic Services, and Evaluation Factor 2‐Technical Approach

Pg. 55 and 109

Both sections 5.1.3 and 2.2.1 reference the need to "maintain URAC's Health Call Center accreditation for the duration of the contract." Given that URAC Health Call Center accreditation is only applicable to the manner in which the actual call center operates, can offerors assume that accreditation is required by the start of operations of the nurse advice line following the six-month implementation and for the duration of the contract thereafter?

URAC Accreditation is part of our evaluation criteria and the PWS states maintain URAC accreditation for the duration of the contract. Accreditation is a lenghty process and is not guaranteed.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

5.8.3 Follow Up. If medically necessary, the self‐care instructions shall include a recommendation to “stay at home” for a defined period of time. These specific instructions shall be documented in an electronic format and provided to the beneficiary (e.g. by email or text message) in the form of a sick slip so the beneficiary can provide it to their employer for verification to potentially be excused from work.

Pg. 65

Will the government provide the required 'sick slip' format? What is the historical percentage of calls requiring this nurse issued email or text?

This is a new requirement, the Governemnt will work with the contractor to determine an agreeable format.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

5.12.10 Real‐Time Data Base. The system shall include a mechanism for the telehealth nurse to identify and flag high risk calls immediately, as a means to bring the attention of the beneficiary’s MTF staff to these calls. A high risk call includes any call where the NAL staff activates their emergency procedure (e.g. life, limb, or eyesight) and/or any crisis call to include, suicide, homicide, incapacitated caller, a suspected violent crime/act, domestic abuse, elder or dependent abuse, or suspected child abuse, and/or any call the NAL staff feels requires high priority MTF staff action or attention.

Pg. 67

What is the historical percentage of calls requiring high risk management? Approximately less than 1% of current NAL calls require high risk management.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

PWS Part 8, Technical Exhibit 2 Deliverables Schedule

Pg. 90

The Deliverables table lists that drafts of both the Software Design Documentation and Software Test Documentation should be included with the proposal. The Proposal Submission Criteria do not state where these plans should be included. Will the government accept these draft plans as non-page counted appendices to be included with Vol I Pass/Fail Requirements?

Changed Deliverable 17 and 18 to state, "Draft proposal within 5 days after the initial kick off meeting.". Please see pg. 99 paragraph 4.2.3 and pg. 111, paragraph 2.2.3.4.

See amendment 01.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

Proposal Submission Instructions, 3.4 Proposal Organization and Page Limits

Pg. 96‐97

The government has indicated that the page limit for Volume I is 20 pages.

Since the volume and type of information requested to include in this volume ha increased significantly from the draft RFP documents, will the government allow for a 35-page limit in order for Offerors to provide a more comprehensive response?

Factor 1 page limit is 20 pages. See amendment 01 for factor page limit exclusion.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

4.2.1 Sub‐Factor 2a ‐ Telehealth Registered Nurse (RN) Triage. The offeror’s proposal shall include specific examples of adult and pediatric telehealth RN guidelines, algorithms, or protocols the offeror intends to use in the delivery of telehealth RN triage for the following chief complaints: pediatric upper respiratory illness and adult abdominal pain to include home care and self‐care advice. It shall include examples of the telehealth RN documentation for the same two chief complaints, which would be recorded in the real time NAL encounter database. It shall include examples of electronic emails or text messages providing self‐care instructions and watch out conditions for worsening symptoms

Pg. 98

What is the requirement for the circumstances under which a NAL RN must email a beneficiary and what is the historical volume of this activity per month and average handling time per transaction? In addition, in what circumstances i the NAL RN required to text a beneficiary?

This is a new requirement for the beneficiary to receive self-care instructions either via email or text message. No historical data exists. Please see section 5.8 Follow up, page 65 of the PWS.

HT0011‐16‐R‐0040‐Global_NAL‐RFP‐12‐13‐16.pdf

Proposal Submission Instructions, 8 Organizational Conflict of Interest

Pg. 103

Will the government please identify in which volume the OCI mitigation and attachments should be included?

The OCI Mitigation Plan should be included in the Price Volume.

HT0011‐16‐R‐0040‐Global_NAL‐Attachment_3‐Estimated_Workload_Sheet‐12‐13‐16.docx

Notes, g. FY16 Average Call Handle Times for telehealth registered nurses (RNs) and appointing clerks (ACs) (CONUS NAL Only)

Pg. 4

Does the average time include both talk time with the beneficiary and any post-call processing, also known and After Call Work (ACW)? Standard call center definition of average handle time is the combination of both average talk time and average ACW time.

The Nurse Triage Time is defined as the duration in minutes for the total time the RN spends triaging member/beneficiary/patient.

The AC duration is the time spent in minutes working on the record in the system.

HT0011‐16‐R‐0040‐Global_NAL‐Attachment_3‐Estimated_Workload_Sheet‐12‐13‐16.docx notes, i. PCM on Call Optional CLIN: The government believes approximately 126,000 Global NAL callers per year may choose to speak to a contractor provided PCM on Call.

Pg. 4

Can the government advise what the average handle time per call is for Primary Care Manager calls? Is this call required to be a conference call between the beneficiary, NAL RN and the PCM, or does NAL disconnect once the beneficiary and PCM connect?

This is a new requirement, no historical data exists.

The call is not required to be a conference call, but there needs to be a warm transfer of the phone call.

HT0011‐16‐R‐0040‐Global_NAL‐Attachment_5‐Draft_QASP‐12‐13‐16.doc

Incentives…