Attachment 1 Performance Work Statement (PWS) A0015.docx

Department of Defense Defense Health Agency Performance Work Statement

Global Nurse Advice Line Next Generation (GNAL-NG)

Healthcare Operations Directorate/DHA Nurse Advice Line Program Management Office

Healthcare Optimization Division, Integrated Referral Management and Appointing Center (IRMAC) Branch

Solicitation Number: HT0011-25-R-0044 Version: 10 Date: 30 September 2025

PART 1

1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide: Global Nurse Advice Line-Next Generation (GNAL-NG) Services. The Government will not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who in turn is responsible to the Government.

1.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform GNAL-NG services as described in this Performance Work Statement (PWS) except for those items specified as Government furnished property and services. The contractor shall perform to the standards in this PWS.

1.3 Background: The GNAL-NG is a service available to eligible Military Health System (MHS) beneficiaries. The GNAL-NG contractor provides access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. The contractor also provides customer service and care coordination services, including provider locator support, specified Military Medical Treatment Facility (MTF) appointing services including patient demographic verification and updates, Active-Duty Service Member (ADSM) urgent care referral submissions, and customized MTF transfers to support MTF capabilities.

Previously referred to as the NAL, the GNAL-NG also offers customer service and care coordination services to include, provider locator support, specified Military Treatment Facility (MTF) appointing services, urgent care referral submissions, and customized MTF transfers to support the MTF’s capability for eligible MHS beneficiaries. The Global NAL requires access to, and interoperability with, existing Department of Defense applications and systems including the Defense Enrollment Eligibility Reporting System (DEERS) and the electronic health record MHS GENESIS. Access and interoperability will allow for eligibility verification of GNAL-NG callers, and the ability to book primary care appointments, submit urgent care referrals for ADSMs, and document the GNAL-NG encounters. Other capabilities include the ability to provide real-time information sharing, business intelligence, reporting, and archiving of documented call encounters at a corporate, regional, and local level.

1.3.1 The GNAL-NG contractor must have access to and interoperability with Department of Defense applications and systems, including but not limited to:

1.3.1.1 Defense Enrollment Eligibility Reporting System (DEERS): Required for eligibility verification of GNAL-NG patients.

1.3.1.2 MHS GENESIS (MHS electronic health record system): Required for appointment booking, documenting GNAL-NG encounters, and reviewing past medical information.

1.3.1.3 MHS GENESIS Patient Portal: Required for seamless interaction with beneficiaries' medical records.

1.3.2 The contractor shall adhere to all security protocols and compliance standards set by the DoD to ensure data integrity, accountability, and risk management. These standards are defined by the system owners (e.g., DEERS, MHS GENESIS), and the contractor shall comply with the following:

1.3.2.1 DoD Security Standards: Including but not limited to security classification guidance, data encryption, and access control mechanisms.

1.3.2.2 Data Integrity and Compliance: Ensuring the accuracy, confidentiality, and security of healthcare data, following federal laws such as the Health Insurance Portability and Accountability Act (HIPAA) and DoD Cybersecurity policies.

1.3.2.3 API Access and Modifications: Where applicable, the contractor may be required to interface with APIs (Application Programming Interfaces) provided by these systems. In order to do so, the contractor will need to understand the API architecture, implement changes as required, and adhere to strict protocols for data transfer.

1.3.2.4 Accountability and Reporting: Ensuring regular audits, real-time information sharing, and accurate reporting for call encounters at corporate, regional, and local levels.

1.3.3 MHS beneficiaries enrolled in both CONUS and OCONUS MTFs (TRICARE Prime and TRICARE Plus) and TRICARE Prime beneficiaries enrolled in CONUS regional TRICARE Managed Care Support Contractors are eligible to use the GNAL-NG. Additional beneficiaries may also use the GNAL-NG as described below, provided they reside in or are traveling in the United States or countries with an established MTF.

1.3.3.1 TRICARE Prime Remote Active-Duty Sponsors and Family Members

1.3.3.2 TRICARE Prime Remote Young Adult

1.3.3.3 TRICARE Select--Active-Duty Family Members

1.3.3.4 TRICARE Select--TAMP Sponsors and Family Members

1.3.3.5 TRICARE Select--Retired Sponsors and Family Members

1.3.3.6 TRICARE Select--Reserve Select Sponsors and Family Members

1.3.3.7 TRICARE Select--Retired Reserve Sponsors and Family Members

1.3.3.8 TRICARE Select--Young Adult beneficiaries

1.3.4 Beneficiaries enrolled in the US Family Health Plan (USFHP) are not eligible to use the GNAL-NG.

1.4 Objectives: The GNAL-NG contractor shall meet the following program objectives:

1.4.1 Provide reliable, timely, professional, and courteous registered nurse (RN) triage, care advice, care coordination, and customer service, 24 hours a day, 7 days a week to eligible MHS beneficiaries, as described in this PWS, in order to improve healthcare outcomes and lower MHS healthcare costs.

1.4.2 Provide all eligible MHS beneficiaries with clinical advice based on the Schmitt-Thompson Protocols coupled with evidence-based medicine, to ensure MHS beneficiaries receive high quality nurse triage services.

1.4.3 Ensure seamless coordination of care across various points of service (MTFs and TRICARE networks, etc.), including the provision of scheduling, referral submission, and care coordination services. This coordination is essential to maintain continuity of care for all beneficiaries, ensuring that services provided align with MHS standards and practices.

1.4.4 After telehealth RN triage, the contractor shall provide TRICARE provider network and MTF locator services. The contractor shall also assist beneficiaries with obtaining contact information for urgent and emergent care needs, ensuring timely and reliable care coordination. As needed, the contractor shall offer and schedule virtual appointments when appropriate to resolve certain health concerns following the initial consultation with the triage nurse.

1.4.5 Maintain effective collaboration with the DHA GNAL-NG Health Care Operations (HCO) team to ensure the triage-based determinations for advising patients in pursuing appropriate levels of care (triage end points) are consistent with evidence-based medicine and MHS goals/standards for assigning patients to emergency care, urgent care, MTF-based care, and self-care.

1.4.6 Maintain effective collaboration with the DHA GNAL-NG HCO team in order to coordinate activities effectively with the MTFs to update MTF instructions and booking protocols for the care coordination process.

1.4.7 Deliver services that comport with generally accepted private sector business practices and remain up to date with modern technological advances (as applicable).

1.5 Scope: The contractor shall provide reliable, timely, professional, and courteous nurse triage, care advice, care coordination, and customer service, through various communication tools, including smart device applications, websites, and phone numbers.

Services shall include customized internal processes to direct callers based on their beneficiary status (Active Duty, Active-Duty Family Member, Retiree, and Retiree Family Member) and TRICARE health plan category. More information on TRICARE health plans can be found at: http://www.tricare.mil/Plans/HealthPlans.aspx.

Accreditation Standards and Best Practices: The contractor shall obtain and maintain throughout the contract term an active (Utilization Review Accreditation Commission) URAC Clinical Health Contact Center Accreditation or URAC Health Call Center Accreditation. Contractors that have a current URAC Health Call Center Accreditation, shall, at the time of recertification obtain and maintain a URAC Clinical Contact Health Center Accreditation. Failure to comply with the URAC accreditation standards at any point during the contract term shall result in 10% invoice penalty and negative assessment in the Contractor Performance Assessment Reporting System (CPARS). This requirement includes ensuring the privacy and security of patient information, proper handling of clinical data, and compliance with applicable healthcare regulations, such as HIPAA. The contractor shall also incorporate industry best practices in the development, implementation, and maintenance of these applications.

If the contractor is relying on a teaming partner or subcontractor to meet the URAC accreditation standards listed above then prior to substituting, removing, or replacing the teaming partner or subcontractor, the Contractor shall provide the Contracting Officer fifteen (15) working days advance notice of the proposed change and shall submit a written request and justification (including proposed substitutions if any) in sufficient detail to permit evaluation of the impact on this Contract. The proposed substitute teaming partner or subcontractor must meet the URAC accreditation standards listed above. No change in teaming partner or subcontractor shall be made by the Contractor without the prior written consent of the Contracting Officer. Additionally, the teaming partner or subcontractor associated with the URAC accreditation shall be the one working on all the tasks associated with the URAC accreditation standards.

The contractor shall submit proof of the URAC accreditation standards prior to award upon request from the Government and annually (15 calendar days prior to the start of each option period). Additional re-submission is required prior to changing the teaming partner or subcontractor (if applicable). See (CDRL 22 -Deliverable 22), Part 7, Technical Exhibit 1.

1.5.1 Telehealth RN Triage Services: Provide 24/7 telehealth RN triage services and advice based on evidence-based guidelines, algorithms, or protocols to direct patients to the most clinically appropriate level of care, including self-care, urgent care, and emergent care.

1.5.2 MTF and MTF-contracted virtual provider Appointing Services: The contractor shall facilitate appointing services for patients within the specified MTFs, ensuring timely and efficient appointment scheduling in coordination with MTF protocols and appointment scheduling with MHS GENESIS.

1.5.3 Documentation of Appointments: All appointment recommendations shall be documented and subject to review to maintain consistency with patient care standards and ensure timely follow-up. During the appointing process, the contractor shall update patient demographic information in the Electronic Health Record (EHR).

1.5.4 MTF Transfers: The contractor shall facilitate patient appointing or call transfer to MTFs based on their established capabilities and capacity protocols, Transfers shall align with Government established protocols to optimize beneficiary access to MTF services.

1.5.5 Urgent Care Referrals: Process ADSM urgent care referral entries in accordance with TRICARE guidelines and policies.

1.5.6 Provider and MTF Locator Support: Provide locator services for TRICARE network providers and MTFs to assist beneficiaries in finding appropriate care based on their location and medical needs.

1.5.7 Customer Service: Ensure a robust customer service capability that assists beneficiaries with inquiries, care coordination, and other healthcare-related concerns.

1.5.8 System Connectivity: The contractor shall incorporate GNAL-NG systems and services with MHS GENESIS, which serves as the primary system for managing appointments, health records, and patient data within the DHA. The contractor shall utilize a DHA-approved enterprise solutions when available.

If a DHA-approved enterprise solution is not available and will not become available duration the duration of the contract, the contractor shall provide a Commercial Off-the-Shelf (COTS) solution to ensure continued service. In the event that a DHA-approved solution becomes available, the Government will direct the contractor to transition from COTS to a DHA-approved solution.

1.5.9 Access through Multiple Modalities: Provide beneficiaries access to care through various modalities, including telephone, web portals, mobile applications, chat functions, email, and virtual care.

1.5.10 Access to Eligibility Databases: The contractor shall securely access relevant eligibility databases (e.g., DEERS) to verify beneficiary eligibility status. The contractor shall not make definitive eligibility determinations but may provide beneficiaries with information retrieved from these systems. If an eligibility issue is identified, the contractor shall direct the beneficiary to the appropriate Government resource or TRICARE support service for resolution. In the event of a system outage or inaccessibility, the contractor shall follow Government established contingency procedures to ensure continuity of service. The contractor shall ensure all access to eligibility databases complies with data security, integrity, and confidentiality requirements as established by the Government.

1.5.11 Patient Safety and Escalation for Ineligible Cases: The contractor shall flag uncertain or potentially ineligible cases for immediate escalation to a live representative, ensuring timely and accurate patient assistance, especially in cases where eligibility information may be incomplete or ambiguous.

1.5.12 International Access and Toll-Free Numbers: The contractor shall provide toll-free numbers for the international countries and territories listed below and any other country with an established MTF.

1.5.12.1 Italy

1.5.12.2 United Kingdom

1.5.12.3 Germany

1.5.12.4 Turkey

1.5.12.5 Belgium

1.5.12.6 Bahrain

1.5.12.7 Spain

1.5.12.8 Greece

1.5.12.9 Cuba

1.5.12.10 Japan

1.5.12.11 South Korea

1.5.13 Time Zone and Regional Support. The contractor shall consider regional time zones when offering scheduling and triage recommendations, ensuring alignment with local healthcare access hours and continuity of care.

1.5.14 Escalation and Connectivity Standards for International Users. The contractor shall provide seamless escalation to live support for international users, especially in cases where connectivity, or time zone differences may impact service delivery. The contractor shall ensure that services are configured to detect and address potential barriers for international users promptly.

1.5.15 GNAL-NG Administrative Management System

1.5.15.1 The contractor shall develop, maintain, and operate a secure, web-based administrative management system to support administrative functions of the GNAL-NG program. The system shall be used for tracking non-clinical data, such as call interactions, and reporting. The Government shall have secure, role-based access to relevant data for oversight and performance monitoring.

1.6 Key Phases and Major Deliverables:

1.6.1 Transition: Transition-in/transition-out period.

1.6.1.1 Transition-in Period: The transition-in phase is defined as the period during which the contractor prepares to meet all contract requirements, ensuring (among other things) that all incoming personnel are functionally trained and qualified by the full performance start date.

1.6.1.1.1 Duration of Transition: The Government has established a maximum of 4-month transition period.

1.6.1.2 CAC Requirements and Equipment: The contractor shall comply with DHA's transition-in requirements for personnel needing Common Access Card (CAC) identification. The Government will coordinate the issuance of CACs to eligible contractor personnel.

1.6.1.3 The CAC issuance process includes background checks, sponsorship processing, and identity verification, which may vary depending on individual circumstances.

1.6.1.4 Eligibility for CAC: CACs are required for personnel who need access to Government systems. As per DoD regulations, all personnel requiring a CAC must be either American citizens (AMCITS) or Lawful Permanent Residents (LPRs) of the United States.

1.6.1.5 For more detailed guidance on the CAC issuance process and timelines, the contractor should refer to DoDI 1000.13, “Identification (ID) Cards for Members of the Uniformed Services, Their Dependents, and Other Eligible Individuals,” and related Defense Manpower Data Center (DMDC) guidelines.

1.6.1.6 The contractor shall follow the requirements in Tricare Systems Manual (TSM), Chapter 1, Section 1.1, or any other later updates, ensuring that any changes to CAC issuance procedures or related requirements are communicated and implemented without the need for changes to this PWS. The TSM provides updated guidance on processing and eligibility requirements, ensuring compliance with all relevant policies and procedures for CAC issuance and use.

1.6.1.7 Post-Award Conference: The contractor shall attend a Post-Award Conference within 15 business days after contract award (with scheduling mutually agreed to by the Government and contractor). This conference will provide an opportunity for the contractor to meet key Government Points of Contact (POCs), discuss expectations, and confirm the transition timeline. The contractor shall also participate in any introductory meetings and technical reviews as determined necessary by the Government.

1.6.1.8 Introductory Meetings with Government POCs: The contractor shall schedule follow-up meetings with designated Government POCs as part of the transition plan. These meetings must be completed within the first 30 days of the transition-in period. The contractor shall document and provide meeting minutes No Later Than (NLT) five (5) business days from the conclusion of scheduled meetings.

1.6.1.9 Systems Integration and Interface Meetings: The contractor shall provide the name, address, and telephone number of the technical POCs for the Introductory Meetings with Government POCs and shall ensure participation by subject matter experts in all scheduled Systems Interface and Integration Meetings for the understanding and clarification of systems implementation requirements. Additionally, the contractor shall ensure a minimum of two SMEs actively participate in Systems Integration Interface Meetings to identify all DEERS systems interfaces and applications necessary to meet the requirements of this contract and TSM, Chapter 3. The contractor shall also ensure that these SMEs participate in recurring DEERS Integration meetings throughout the contract period to discuss and address DEERS-related issues, system updates, and any potential interface challenges as they arise.

1.6.1.10 Transition-out Period: The contractor shall prepare and deliver to the Government a transition-out plan that facilitates the accomplishment of a seamless, low-risk transition from the incumbent to incoming contractor/Government personnel at the expiration of the contract. See (CDRL 1 -Deliverable 1), Part 7, Technical Exhibit 1. When requested by the Government, the contractor shall participate in transition-out meetings with the GNAL-NG PMO and representatives of the successor contractor and/or Government personnel. The purpose of these meetings will be to review program materials and take preparatory steps to ensure an effective transition in contractor support. When requested, the contractor shall develop, document, and monitor the execution of a Transition-Out Plan that may be used to transition tasks and materials described in this PWS to a new contractor or to the Government. The contractor shall ensure that any system transition is seamless and shall maintain continuous system functionality and data integrity throughout the transition process.

1.6.1.10.1 Transition-out CAC Compliance: The contractor shall comply with transition-out requirements of the DHA for contractors who have been issued a CAC or who generate “records,” as defined by DoD (records manual), including DoD-directed disposition of records, and others displayed on the In/Out (I/O) Processing Portal.

1.6.2 Ongoing AI Quality Review and Adjustments: Throughout option years, the contractor shall conduct regular quality reviews of AI-based components. These reviews will include performance assessments and any necessary adjustments to maintain alignment with operational data, patient safety standards, and evolving requirements.

1.6.2.1 Deliverables for AI Components (When Optional CLIN is exercised): The contractor shall submit AI-specific deliverables as part of regular Monthly Progress reporting to the Government, including AI performance reports, incident reviews, and system updates as needed. These deliverables shall ensure continuous monitoring and transparency of AI functionality, accuracy, and safety.

1.7 Administrative specifications:

1.7.1 Place of performance: The work shall be performed at contractor facilities and/or at remote workstation(s) as approved by the Government.

1.7.1.1 Remote Workstation Approval: The contractor shall obtain Government approval for its plan/strategy for using remote workstations and adhering to specific security, data protection, and compliance requirements as outlined in DoD policies. The contractor shall ensure remote workstation compliance with DoD Cybersecurity requirements and NIST standards (as applicable) and shall implement necessary safeguards to protect Personally Identifiable Information (PII) and Protected Health Information (PHI) in accordance with HIPAA.

1.7.1.2 AI Compliance for Remote Workstations: If AI systems are accessed or operated from remote workstations, they shall comply with DoD cybersecurity and HIPAA standards to ensure data protection, patient confidentiality, and continuity of service from all approved locations

1.7.1.3 The contractor shall not utilize workstations located outside of the United States or its territories without prior Government approval. The Government will assess the risks associated with data security, compliance with U.S. laws and regulations, and adherence to DoD-specific requirements before granting approval for international workstations.

1.7.1.4 The contractor shall safeguard all issued equipment, information, and property provided by the Government at all workstations, remote or otherwise. The contractor shall ensure that its employees have a suitable workspace, utilities adequate for installing equipment, and a general work environment that is free from interruptions and provides reasonable security and protection of Government property and information.

1.7.1.5 Alternate location because of local, state, or national event/crisis: The contractor shall ensure continuity of service during local, state, or national events or crises that necessitate the use of alternate work locations. The contractor shall safeguard all Government-issued equipment, information, and property at these locations. Additionally, the contractor shall adhere to all security protocols and maintain workspace standards to ensure the protection of Government property and information, as well as uninterrupted service during such events.

1.7.2 Recognized Federal holidays: The GNAL-NG shall operate 24 hours a day, 7 days a week requiring the contractor to provide continuous services, as described in this PWS. The contractor is required to perform services on federal holidays.

Independence Day

1.7.3 Hours of operation: The contractor shall always maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS, to include but not limited to when Government facilities are closed.

1.7.4 Emergency Services: The contractor shall develop and maintain an Emergency Services Plan to ensure readiness for increased service demands in response to emergencies, including but not limited to pandemics, natural disasters, or other short-term contingency events. This plan shall outline procedures for scaling operations, supporting the Government’s activation or exercise of contingency plans, and ensuring continuity of GNAL-NG services during such events. The contractor shall submit the initial plan to the Government NLT 30 days of contract award for review. The contractor shall submit the final plan to the Government NLT 60 days of contract award. The Contractor shall update the plan annually or as needed. (CDRL 2 -Deliverable 2) See Part 7, Technical Exhibit 1: Deliverables Table.

1.7.4.1 AI Role in Emergency Services: If AI is utilized, it shall be configured to support emergency operations by providing initial self-triage, basic health information, or other functionalities to manage increased demand and reduce strain on live RN services. The AI system should be designed to complement live RN services, maintaining patient safety and service quality during surge events.

1.8 Contractor travel: Not Applicable

1.9 Other Direct Costs (ODC): Not Applicable

1.10 Quality:

1.10.1 Quality Control (QC): The contractor shall develop and maintain an effective QC program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services. The contractor’s QC program ensures the services comply with stated requirements.

1.10.1.1 The contractor shall prepare and adhere to a Quality Control Plan (QCP), which will be submitted with the contractor’s proposal (CDRL 3 - Deliverable 3) See Part 7, Technical Exhibit 1: Deliverables Table. After contract award, the contractor shall submit a comprehensive written QCP to the CO and COR NLT 60 working days of contract award and as updated. Before implementing any changes to its QC program, the contractor shall first obtain the Contracting Officer’s written approval.

1.10.1.2 The QCP shall document how the contractor will meet and comply with the contract’s personnel certification and experience requirements and other quality standards established in this PWS. At a minimum, the QCP shall include:

1.10.1.2.1 A self-inspection plan.

1.10.1.2.2 An internal staffing plan.

1.10.1.2.3 A call encounter review plan.

1.10.1.2.4 Procedures to maintain quality, timeliness, responsiveness, customer satisfaction, and other requirements set forth in this solicitation.

1.10.1.2.5 For AI implementations, if applicable, specific quality metrics for AI-based symptom assessment, including accuracy, timeliness, and risk categorization performance standards, as well as procedures for prompt escalation of high-risk cases to a live RN.

1.10.1.3 The contractor shall ensure that the QCP can be customized and adjusted based on specific Government feedback and evolving requirements during the contract period. The QCP must remain adaptable to address updates to Government policies or operational changes.

1.10.1.4 The QCP shall incorporate quality control processes for AI implementations, including:

1.10.1.4.1 Automated checks to detect misclassifications or gaps in symptom assessments by AI systems, ensuring adherence to patient safety standards.

1.10.1.4.2 Regular reviews and adjustments to the AI protocols based on performance data, real-world results, and feedback from RNs. The contractor shall ensure that these adjustments enhance the AI’s effectiveness while maintaining compliance with patient safety requirements.

1.10.1.5 The QCP shall have procedures for onboarding and offboarding contractor personnel.

1.10.1.5.1 Onboarding of contractor personnel refers to the processes and requirements necessary to prepare personnel for their roles, including but not limited to:

1.10.1.5.1.1 Completing DHA and DoD-directed training.

1.10.1.5.1.2 Submitting required forms for security clearance, CAC issuance, and network access.

1.10.1.5.1.3 Familiarizing employees with their roles and responsibilities as specified in the PWS.

1.10.1.5.1.4 Ensuring timely access to necessary systems, tools, and facilities to perform the required services.

1.10.1.5.2 Offboarding of contractor personnel refers to the processes for removing personnel from access to Government resources, including:

1.10.1.5.2.1 Collecting and returning CACs, badges, or any other Government-issued identification.

1.10.1.5.2.2 Revocation of network access and removal from Government systems.

1.10.1.5.2.3 Completing final security debriefings or related offboarding procedures as required by DHA and DoD protocols.

1.10.1.5.2.4 Providing the Government with confirmation of CAC and resource return within five business days of the contractor’s departure.

1.10.2 Quality Assurance (QA): The Government will evaluate the contractor’s performance utilizing the Performance Requirement Summary (PRS). If an AI symptom checker is used, the PRS will include specific quality monitoring for AI-assisted interactions, ensuring compliance with accuracy, escalation, and patient safety metrics (PRS 11) as outlined in Section 5.17.8.

1.11 Contractor personnel:

1.11.1 CAC requirements: The contractor shall comply with onboarding requirements of the DHA for contractor (or subcontractor) personnel whose duties will require them to obtain CAC identification, including completing DoD and DHA-directed training and forms submission prior to network access, as displayed in the In/Out-Processing Portal at: https://info.health.mil/cos/admin/hr/IO/SitePages/home.aspx (note: Public Key Infrastructure (PKI)-restricted, printed versions available).

1.11.1.1 All contractor personnel who will require access to Government systems, regardless of their work location, shall obtain a CAC. This includes RNs and other personnel involved in GNAL-NG operations who will need access to MHS GENESIS, DEERS, or any other Government system.

1.11.1.2 The contractor shall ensure that its personnel (and subcontractor personnel) coordinate with the contractor’s designated Security POC and the nearest DEERS/Real-Time Automated Personnel Identification System (RAPIDS) site to complete the necessary procedures for obtaining a CAC. The contractor’s security POC shall provide the Government with all required information in accordance with the most recent version of the DHA’s CAC request process. (For more details, refer to the process attached in Part 7, Section 7.1.1 of the PWS).

1.11.1.3 The contractor shall comply with any future updates to CAC requirements or related security processes as outlined in the TSM, Chapter 1, Section 1.1. The Government will notify the contractor of any proposed updates to these requirements for review and comment. If the contractor anticipates difficulties in complying with these changes, they shall notify the CO within 10 calendar days, providing a plan to achieve compliance or proposing an alternative timeline.

1.11.1.4 Contractors who are not required to access Government systems for the performance of their duties will not be required to obtain a CAC.

1.11.1.5 The contractor shall return all CACs to the COR upon the departure of the contractor(s). All CACs are property of the U.S. Government and shall be returned upon separation, resignation, firing, termination of contract or affiliation with the DoD, or upon any other event in which the individual no longer requires the use of a CAC. The contractor shall coordinate with the Government’s security office to facilitate the return of CACs, ensuring they are collected and returned to the nearest DEERS/Real-Time Automated Personnel Identification System (RAPIDS) issuing office or other designated location. The contractor shall provide written confirmation to the Government of the return of all CACs within five business days of the contractor’s departure. Failure to return CACs in a timely manner may result in penalties or other contractual remedies.

1.11.2 Contractor onboarding and training. The contractor shall complete all requirements, training, and forms as prescribed in the following requirements:

1.11.2.1 The DHA’s “Onboarding Checklist for Contractor Employees” is located at the DHA Onboarding and Offboarding Portal at https://info.health.mil/cos/admin/hr/IO/SitePages/Home.aspx

1.11.2.2 The DHA’s contractor training instructions - See Part 7 Section 7.1.2.

1.11.2.3 The contractor shall adhere to the policies and procedures outlined in Part 7 Section 7.1.3 of the DHA’s new employee handbook.

1.11.3 Physical Security: The contractor shall be responsible for safeguarding all Government equipment, information and property provided for contractor use.

1.11.4 Key control: Reserved

1.11.5 Lock combinations: Reserved

1.11.6 Personnel Qualifications for AI Oversight: Personnel responsible for managing or overseeing AI systems shall have qualifications in IT, data security, or healthcare AI ethics to ensure compliance with patient safety and data privacy standards. These qualifications are essential for maintaining the integrity and safety of AI-based interactions within the GNAL-NG.

1.11.7 Specialized Training for AI System Users: All personnel interacting with AI systems shall complete specialized training on the secure operation of AI tools, patient safety considerations, and escalation protocols, for high-risk cases. This training shall ensure that AI is used safely and effectively, with a focus on supporting clinical outcomes and maintaining patient confidentiality.

1.12 Key personnel (Contractor): The contractor shall provide personnel with requisite qualifications to fill the positions listed in Table 1. The personnel listed below are considered essential to the work being performed hereunder. Prior to substituting, removing, replacing, or diverting any of the specified individuals, the Contractor shall provide the Contracting Officer fifteen (15) working days advance notice of the proposed change and shall submit a written request and justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on this Contract. The proposed substitute key person must meet or exceed the education, experience, and other technical qualifications described in the table below. No change in key personnel shall be made by the Contractor without the prior written consent of the Contracting Officer. However, in urgent situations, as determined or agreed to by the Contracting Officer, the Contracting Officer may approve an oral request to substitute key personnel and later ratify the substitution in writing. Such ratification shall constitute the consent of the Contracting Officer required by this paragraph. The Contracting Officer will notify the Contractor within 5 working days after receipt of all required information of the decision on the substitution(s) (i.e., regarding the proposed substitution’s compliance with the stated minimum qualifications). In the event the proposed substitute does not meet or exceed the education, experience, and other technical qualifications described in the table, the Government reserves the right to require continued performance of previously approved key personnel or to require substitution of acceptable replacements for the individuals specified below. The key personnel list may, with the consent of the contracting parties, be modified from time to time during the course of the Contract.

(CDRL 4 -Deliverable 4) See Part 7, Technical Exhibit 1: Deliverables Table

Table 1: Key Personnel minimum qualifications

A minimum of five years of experience managing call centers. Demonstrated experience in customer service, performance evaluation, staff training, and URAC Health Clinical Contact Center or URAC Call Center Standards.

Directs day-to-day operations of the call center, ensuring high levels of customer service and adherence to URAC standards. Oversees performance evaluation, staff training, and manages call center workflows to optimize efficiency

Specialized experience in technical integration, security measures, and identifying security risks.

Oversees all IT and cybersecurity aspects of the GNAL-NG. Manages system integration and security protocols, ensuring the confidentiality and integrity of sensitive health information while mitigating potential cybersecurity risks.

1.12.1 The contractor shall provide the name of the program manager and an alternate (who shall act for the program manager when the manager is absent) in writing to the contracting officer. The program manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The program manager or alternate shall reside in CONUS and be available from 8:00 a.m. to 4:30 p.m. in the time zone where they are located, Monday thru Friday except Federal holidays.

1.12.2 The contractor shall provide a program management plan (CDRL 5 - Deliverable 5), See Part 7, Technical Exhibit 1: Deliverables Table) describing its approach to maintaining, for the life of the contract, qualified, experienced personnel. The program management plan shall also include sustainment milestones, tasks, and timelines, as well as the management approach regarding their subcontractors. The contractor shall submit an initial program management plan to the Government within 30 days of contract award for review. The contractor shall submit the final plan to the Government within 60 days of contract award.

1.13 Data Rights: The Government has unlimited rights to all documents and materials developed under this contract (except in cases where DFARS Subpart 227 and the applicable DFARS clauses dictate otherwise), including all deliverables under the contract. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied or developed for the Government shall become the sole property of the Government and may not be used for any other purpose unless otherwise agreed in writing. This right does not abrogate any other Government rights.

1.13.1 Materials means all items in any format and includes, but is not limited to, data, reports, documents, pamphlets, advertisements, surveys, studies, software and computer programs, films, tapes, and/or sound reproductions. Ownership includes the right to copyright, patent, register and the ability to transfer these rights.

1.13.2 For materials that are delivered under the contract, but that incorporate pre-existing materials not produced under the contract, the contractor will grant to the Government a nonexclusive, royalty-free, irrevocable license in such materials to translate, reproduce, distribute, prepare derivative works, publicly perform, and publicly display. The contractor will warrant and represent that it has all rights and permissions, including intellectual property rights, moral rights and rights of publicity, necessary to grant such a license. The contractor shall provide the Government prompt written notice of each notice or claim of infringement received by the contractor with respect to any data delivered under this contract.

1.13.3 The Government shall receive, at a minimum, Government Purpose license rights to intellectual property first produced and delivered in the performance of this contract in accordance with the terms of DFARS clauses 252.227-7013 and 252.227-7014. This includes all rights to source code and any and all documentation created in support thereof.

1.13.4 AI Models and Data Outputs: The Government shall have full rights to any AI models, machine learning algorithms, and data outputs developed, trained, or refined under this contract. The contractor shall not use, sell, or distribute these models or outputs for purposes outside this contract without written Government authorization.

1.13.5 Commercial Licenses: Upon the Government’s request, the contractor shall deliver copies of any commercial licenses required to establish, operate, or maintain its GNAL-NG platform and associated applications, including those related to AI technologies.

1.14 Reporting:

1.14.1 Contractor Manpower Reporting (CMR): Reserved

1.14.2 Non-Disclosure Agreement (NDA): All contractor personnel who will obtain access to sensitive, proprietary, or confidential information or any information release of which is protected or governed by law or regulation shall complete and sign a DHA contractor NDA (DHA Form 49) prior to beginning work on the subject contract. Sensitive information includes Controlled Unclassified Information/data, Protected Health Information, and Privacy Information The contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract execute an NDA protecting the sensitive information. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. The contractor shall maintain originally signed NDAs of individual employees and provide copies to the COR upon request.

1.14.3 AI Activity Reporting: If the contractor uses AI as part of GNAL-NG services, they shall include periodic reports on AI system activities in their regular contract reports (CDRLs 15,16,18,19). These reports shall detail key metrics, such as accuracy, response time, and escalation rates, and address any patient safety incidents related to AI interactions, including corrective actions taken. The AI Activity Reporting shall be provided monthly or upon the Government’s request.

1.14.4 Government’s COR: The COR monitors technical and performance aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: Request information from the contractor to assure that the contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the contractor concerning technical aspects of the contract; issue written interpretations of technical requirements as approved by the CO, including Government drawings, designs, specifications; notifies both the CO and contractor of any observed deficiencies; coordinates availability of Government furnished property; and ensures site entry processes of contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.14.5 Periodic progress meetings: In addition to attending the post award conference (see paragraph 1.6.1.7) in accordance with FAR Subpart 42.5, the contractor periodically shall attend meetings convened by the Government (CO, COR, Program Manager) to review the contractor's performance. At these meetings the CO will apprise the contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be conducted at no additional cost to the Government.

1.15 Contractor Identification:

1.15.1 Reserved

1.15.2 Contractor personnel shall attend meetings and otherwise communicate with the Government, as necessary, to facilitate satisfying the requirements of this contract. Contractor personnel shall make their contractor status known when introducing themselves (in meetings and otherwise).

1.15.3 Contractor personnel, while performing in a contractor capacity, shall not use their retired or reserve component military rank or title in any written or verbal communications associated with the contract.

1.15.4 AI System Identification: If AI-driven communications are used to interact with beneficiaries or Government personnel, the contractor shall ensure that these communications clearly indicate they are generated by an AI system, not by a live representative. This requirement is to maintain transparency and avoid confusion, especially in interactions involving patient advice or triage.

1.16 Reserved

1.17 Personnel Security and Clearance Requirements:

1.17.1 The contractor shall ensure all personnel assigned to the GNAL-NG contract meet the DHA personnel security and clearance requirements. This includes but is not limited to:

1.17.1.1 Following the DHA Personnel Security Office guidelines for submitting security clearances (as applicable). Contact the DHA Personnel Security Office for guidance on the appropriate background investigation required for personnel on the contract. The DHA Personnel Security Office can be reached at (703) 275-6038.

1.17.1.2 Initiating, maintaining, and documenting personnel security investigations appropriate to the individual’s responsibilities and required access to CUI.

1.17.1.3 Addressing disapproved access requests. If a contractor employee receives an unfavorable background investigation, the request for access will be sent back to the…