Attachment 20 Clarification on Call Data (Question No. 354).xlsx
XLSX spreadsheet 18 KB Posted
- Solicitation number
- HT0011-25-R-0044
- Issued by
-
Defense Health Agency
About this file
This document is a Question and Answer (Q&A) clarification document related to the Global Nurse Advice Line - Next Generation (GNAL-NG) solicitation. The key issue addresses discrepancies in call volume data between two attachments: Exhibit A and Attachment 18. The data shows a 34% increase in total encounters from 1,829,880 to 2,461,059 for the period of January 2022 to December 2024, which could significantly impact staffing projections and pricing for potential bidders.
The clarification provides technical details about call data reporting, explaining that the Aggregated Phone Data-Sums Report is Mitel-based and measures call metrics by call counts and call time. The Encounter Disposition Report tracks whether callers interacted with nurses, care coordinators, or both, and captures the final disposition of beneficiaries. The document also notes that the Duty Status filter was added on July 14, 2018, with prior data labeled as "Other". The solicitation is for the Defense Health Agency's telehealth service supporting Military Health System beneficiaries, offering 24/7 nurse triage, self-care advice, and care coordination services.
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Q&A Clarification
| Question No. | Document (e.g. PWS) | Page No. | Paragraph No. | Section No. | Questions | Response |
| 354 | Attachment 18, Monthly Volume and Average Handle Time (AHT), | Amendment 4 includes Attachment 18, Monthly Volume and Average Handle Time (AHT), which contains call data from June 2018 – Dec 2024. The numbers do not match what the government previously provided in the RFP (Exhibit A – GNAL Data). Exhibit A – GNAL- data provides call data from 01 Jan 2022 – 31 Dec 2024. The table on page 2 shows a grand total of 1,829,880 encounters for the that timeframe. Attachment 18, which was part of amendment 4, has a total of 2,461,059 encounters for that same time period. That’s an increase of ~34%. This has significant impact to staffing projections and price. Please clarify which workload data is correct? If, attachment 18 is the workload data we should be using we respectfully request a one week extension, so we can update our staffing model and pricing. | ||||
| Table 2 measures only encounters dispositioned with an implied state for follow on care while amendment 4 attachment 18 is all aggregate call data and the handle time average. To calculate the handle time sum and answered sum are required and were provided as requested. Encounter workload is correct, staffing should be modeled to disposition encounters. |
All call volume does not end up as final disposition encounters. Aggregated Phone Data- Sums Report is a Mitel based report. The report contains call metric sums measured by call counts, and call time (measured in minutes or seconds). Any metric related to dropped calls are encounter based (dropped calls are not measured in Mitel). All dates and times are based on the Call Center's time (Central Time).
The Encounter Disposition Report displays whether a caller talked to a Nurse, Care Coordinator, or both (Nurse and Care Coordinator) and the beneficiaries' Final Disposition (beneficiaries implied or stated intent for follow-on care). The Duty Status filter was added July 14, 2018. All data prior to July 14, 2018 is left blank in this field and is labeled as "Other".
File details come from the government source that posted it. Updated .