Nurse Advice Line_QA_Industry Day.xlsx
XLSX spreadsheet 27 KB Posted
- Attached to
- GLOBAL NURSE ADVICE LINE RFI/ INDUSTRY DAY
- Solicitation number
- HT0011-24-RFI-0196
- Issued by
-
Defense Health Agency
About this file
This document is a Request for Information (RFI) and Industry Day notification from the Defense Health Agency (DHA) for the Global Nurse Advice Line (GNAL) requirement. The RFI outlines the high-level objectives for the GNAL, which include multimodal call center operations, telehealth registered nurse triage, medical care coordination, and appointment scheduling integration with the Military Healthcare System's GENESIS electronic health record. The RFI invites potential contractors to provide information about their capabilities to meet the GNAL requirements, including details on their company, teaming arrangements, and relevant past experience. Responses to the RFI are due by April 19, 2024. The DHA anticipates issuing a Request for Proposal (RFP) at a later date, but participation in the RFI does not guarantee future opportunities. The NAICS code for this acquisition is 541990 - All Other Professional, Scientific, and Technical Services with a $19.5M size standard.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| PWS Questions (Final) SAM.GOV.xlsx | XLSX spreadsheet | |
| GNAL PWS Draft 20240813.pdf | ||
| GNAL RFI Comment Matrix.xlsx | XLSX spreadsheet | |
| DRAFT PWS INSTRUCTIONS .docx | DOCX document | |
| RFI-ROM GNAL RFI-24-0196.docx | DOCX document | |
| Reverse Industry Day Slide Deck 4 Jun 24 - FINAL.pptx | PPTX presentation | |
| GNAL Virtual Industry Day Agenda - SAM POSTING.docx | DOCX document | |
| GNAL_ReverseIndustryDay_Announcement_9MAY.docx | DOCX document | |
| Att 1 - PWS GNAL Bridge Final Revised 20240311.docx | DOCX document | |
| HT0011-24-RFI-0196 GNAL .docx | DOCX document |
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Q&A
| Question | Answer |
| Would you consider including software, communication services and labor into the solicitation? | At this time the Government has not yet defined the requirement with a PWS or with SOO. As the draft solication is developed and issued the Government may consider ODC cost such as Software and Communication Services. |
tc={D45C1E5B-BE31-4596-BDB8-E5ACC690041D}: [Threaded comment]
Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924
Comment:
Need response
| Will digital monitoring be part of this? | No, digital monitoring will not be part of the GNAL requirement. |
| Can you elaborate on the systems identified? | The DHA will be using American Well as the system for XXXXXX. MHS GENESIS is the DHA's electronic health record system that will host GNAL data sets. |
| Wll those rules routing talked about be made available to the new contractor forwarded to an organization other than the current incumbent, not believe that it was the rules for the MTFs? | Yes, MTF rules will be made avalaible to contract awardee Post-Award. |
| Do you know nurses need to have DoD login credentials CAC cards to be able to view the JLV and access Genesis record in order to read the medical note or encounter summary. | Yes, GNAL nurses will need to have DoD login credentials or CAC cards to be able to view JLV and MHS GENESIS records. |
| Will the government provide training on the system (MHS Genesis)? | |
| What will be the length of transition? | Transition-in period will be outline in the Solication, Request for Proposal (RFP). |
| Will the NAL portal that stores the MTF information be made available to a new contractor? Is that something that's created by their current contract or or will a new contractor be required at that? | Yes, that's the current contractors portal. The portal requirement will be addressed in the RFP. |
| Through MHS Genesis, does the primary care appointing include the connected care network or only the MTFs? | Primary care appointing through MHS GENESIS applies only to the direct care system (MTFs) |
| Will URAC certification be needed at time of proposal submission or is it acceptable to have the certification by the time of award? | At this time the Government has not yet defined the requirement with a PWS or with SOO. |
| Please clarify for industry which data are not currently being pushed into Genesis that the government would like to see in the future state. | The DHA is interested in a future state in which the GNAL encounter data (the interaction between the triage nurse and the beneficiary) is pushed into MHS GENESIS. |
| Will there be an opportunity for interested parties to schedule one on one sessions with the program office? | There will be no further opportunities for one-on-one sessions with the program office. |
| Do you anticipate the current GNAL database and infrastructure will be available during transition to the new contractor? | Information necessary for continuity of service will be transitioned, including functional business process flows and operational information specific to the DHA and of a non-proprietary nature. |
- All contractual required plans and documents
- Functional business process flows
- Process documents and specifications
- Correspondence and/or documentation of ongoing or outstanding issues
- Operations support documentation
- Operational information regarding subcontractors
| Will this be a labor only contract? | We haven't built Acqusition Stratgey yet. It is a Firm Fixed Price now. |
| Will market business rules be standardized for that market or will there or will there be variance for each MTF? | The DHA is developing business rules that will be standardized across the enterprise, to the extent standardization is possible and appropriate. |
| A tirered nurse, primary care, specialty care, managed telehealth purchased care solution could solve for emergency care purchased care referrals and various other DHA requirements, such as a peer to peer consult capability; is there no room to adjust requirements to include those other various requirements to save DHA money and time, cost, and materials with the other new solicitations? This would also allow for a nurse (each tier) to work at the top end of his or her license. | Thank you for your input. The DHA will post its requirements to SAM.gov in the form of an RFP |
| Will you provide hardware for connectivity for remote dispersed workforce? | Determination hasn't been made. |
| Will this be a centrally located capability or can we adopt a "follow the sun" staffing protocol for remote workforce? | The DHA will address expected staffing protocols, if any, in the RFP. |
| Seems like integration of new Vendor provided SaaS will need to happen with MSH Genesis, SaaS, Tri-West SaaS and Humana SaaS; Who will be responsible for this work, what timelines will they be given to meet milestones and objectives? What timelines will they be given to meet milestones and objectives? | The contractor is responsible. Timelines are past of the transition plan and deliverables schedule |
| Who is responsible for training on the completed solution, in person or virtual? | The DHA will address training requirements in the RFP. |
| What is the length of contract you were considering? | The DHA has not yet finalized the GNAL acquisition strategy and contract structure. However, we expect that the minimum contract length will be a base year plus four option years. |
| Did the government say, that in inbound call volume has dropped to 51K per month. This seems like a significant reduction from the last time GNAL was solicited. Does the government have insight on what contributed to the reduction? | As COVID stopped spreading and access to care improved, call volume lessened |
| Will there be a minority business requirement in the RFP ? | The DHA has not yet finalized the GNAL acquisition strategy. |
| When warm transfers for higher levels of care become necessary, how will the GNAL contract partner coordinate with the MTF/government to connect to network provider resources? | GNAL will use the provider locators provided by the MCSCs. Overseas MTFs will have a roster of facilities. Direct care warm-transfer information will be supplied by the MTFs. |
| Can the government provide an update on the government’s vision for the secure hosting/data storage IT security requirements anticipated for this requirement? | The DHA will address secure hosting/data storage IT security requirements in the RFP. |
| Will the contract fall under state licensure requirements or Federal Supremacy? | The RNs must be licensed in the state in which the caller is physically located. (or RNs who hold a valid multistate Nurse Licensure Compact (NLC) license.) |
| Will incumbent staff Common Access Cards (CAC) transfer to the incoming contract without the need for incumbent staff to complete new security background checks? | No |
| What is the government’s current timeline for approving security background checks and issuing Common Access Cards for new staff? Will this be an expedited process to protect GNAL’s performance? | There is no expedited process. The contractor is responsible for maintaining access |
| Will the government reimburse all labor and costs associated with RN state licensure applications and renewals? | The contractor is resposible for developing a price proposal to include associated cost plus profit (fee) to a Firm Fixed Price (FFP). |
| Please confirm if RNs will be scheduled to work 8 or 12 hour shifts. Will part-time or rotating schedules be considered to support work-life balance and retention? | This will be up to the selected contractor. The government will not dictate schedules but there should be a licensed professional from each state available at all times. |
| Please provide updated call volumes and projected workload data since the RFI was released on 14-March-2024. | March 2024 |
Calls: 46,857 Calls connected to RN: 43,592
April 2024 Calls: 45,569 Calls connected to RN: 42,214
May 2024 Calls: 44,925 Calls connected to RN: 41,541
| Will the government provide a definition for “decision support tools” for GNAL? | |
| Decision Support Systems (DSS) are the combination of computer-based Decision Support Tools (DSTs) designed to assist in decision-making related to environmental problem management and long-term planning. | |
| Will the government be granting managerial type access to MHS Genesis so that the NAL provider can perform quality assurance reviews of nurse’s documentation alignment to standards as required by URAC and a part of a NAL providers quality review program? | Proper roles will be assigned based on the responsibilities of the user. |
| Given that manual data entry into MHS Genesis by contractor staff may result in increased program costs due to the necessity of dual entries in both the contractor's Nurse Triage System and MHS Genesis, as well as possible process inefficiencies, extended average handling times, quality concerns, and system access issues, is it anticipated that the Government will require the development of a real-time system-to-system interface with MHS Genesis? This interface would support tasks such as submitting completed encounters, retrieving available appointments at Military Treatment Facilities (MTF), scheduling MTF appointments, sending referrals, and delivering direct messages. | Yes, the DHA anticipates requiring the contractor to develop a real-time system-to-system interface with MHS GENESIS. |
| If the current “GNAL real-time database” described in the PWS will not be transitioned to the new contractor, shall the Government provide the Software Design Documentation (CDRL 19), Software Test Documentation (CDRL 20), Data Dictionary (CDRL 15), and historical data described in the Data Dictionary to the new contractor? | Any Government owned data will be provided to the awardee upon transition-in period. |
| In what format will Government provide the appointment instructions? | |
| What types of historical data will the government provide a new contractor? | Any pertinent non-propritary data will be released in the soliciation (RFP). |
| is there some general prohibition against using AI with any kind of DoD beneficiaries? | No, we encourage and welcome vendors to incorporate AI into their solutions to meet the requirements as outline in the RFI. |
| Who from the digital home owns following up, for example, when there is an out or range clinical value, whether a home blood pressure or glucose, is that typically done via nurse triage or by the MTF or other primary site? | The MTF will be responsible for following up. |
| Is there a vision for the GNAL to participate in the process of triage? | The DHA desires to keep as much of this within the MTF with the personnel that we already have to take care of it. The callers that contact the NAL directly should be triaged by the contractor. |
| Is video conferencing expected for non-clinical customer service? | The DHA anticipates including a requirement that the contractor make video-conferencing available for all patients/beneficiaries. |
| What is the volume of call/contacts through different communication/engagement modes? | Less than 3% |
| What is CONUS vs. OCONUS volume/distribution of calls/contacts? | 95.5% CONUS |
4.5% OCONUS
What is the clinical specialty volume/distribution of clinical calls/contacts? Top 10 Triage Guidelines utilized COVID/possible 8.6% Sore throat 7.9% Cough 6.7% Vomiting 6.2%
URI 4.3%
Diarrhea 3.8% Eye symptoms 3.6% Abdominal pain 3.3% Possible influenza 2.6% Back pain 2.4%
| What is the historical distribution of dispostions for clinical calls/contacts? | Top 10 Dispositions | |
| UC - Network | 19.58% | |
| UC/ED - MTF | 16.71% | |
| Self-care | 16.37% | |
| MTF | 13.46% | |
| Customer Service | 9.24% | |
| ED - Network | 7.50% | |
| Non-SX | 6.47% | |
| Unknown/Refused | 3.95% | |
| Emergency Department | 2.26% | |
| Routine Care | 2.05% | |
| Is there a volume/distribution of ISOS (International SOS??) app OCONUS workaround? | No | |
| Any CONUS/OCONUS MTFs having timely access issues? | Yes | |
| Are there opportunities for improvement? Areas of the current contract to change, improve upon? | The DHA encourages vendors with innovative ideas and potential improvements to incorporate those ideas and potential improvements in their responses to the RFP. | |
| What blue sky (ideal/desired) GNAL solutions would you like to explore if unconstrained by current thinking? | The GNAL industry day and one-on-one sessions provided an opportunity for vendors to discuss blue sky solutions. Vendors may propose such solutions in response to the RFP. |
File details come from the government source that posted it. Updated .