Attachment 25 Clarification on Call Data_Integration_API_and_Workflow.xlsx
XLSX spreadsheet 20 KB Posted
- Solicitation number
- HT0011-25-R-0044
- Issued by
-
Defense Health Agency
About this file
This document is a Questions and Answers (Q&A) clarification spreadsheet for the Global Nurse Advice Line - Next Generation (GNAL-NG) solicitation, providing detailed technical and operational clarifications for the Defense Health Agency (DHA) telehealth contract. Key details include system integration requirements with MHS GENESIS through APIs, confirmation of patient information access, eligibility verification processes, and digital service delivery expectations. The Q&A addresses technical aspects such as appointment scheduling, patient transfer workflows, API connectivity with systems like DEERS, and the contractor's requirement to provide a user-facing digital interface similar to the existing https://mhsnurseadviceline.com/home.
The document outlines specific clarifications on call handling, including call volume tracking, queue management, and service delivery expectations for customer service, care coordination, and registered nurse interactions. Notable technical requirements include system-to-system integration capabilities, seamless patient routing to live support, and the ability to verify patient eligibility through DEERS and MHS GENESIS. The solicitation requires a telehealth solution that provides 24/7 registered nurse triage services, self-care advice, health inquiries, customer service, and care coordination for Military Health System beneficiaries, with specific emphasis on supporting Active-Duty Service Members and Military Treatment Facility appointment services.
View the file
Other files
Show 40 more
Latest 50 of 80 listed here. See the rest on GovTribe.
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 Clarification_Revision
| Question No. | Document (e.g. PWS) | Section No. | Questions | Clarification/Revision to Responses Issued in Previous Amendments |
| Integration | ||||
| 265 | PWS | 1.5.2 | 1) Please confirm that the integration of appointment scheduling with MHS GENESIS is for a system-to-system integration between the contractor's solution and MHS GENESIS. | There will be no integration with any DoD Systems. We anticipate that the proposed nursing triage capability will require connectivity with MHS Genesis, likely through the use of Application Programming Interfaces (APIs). |
| 213 | PWS | 5.4.1.7 | The PWS states "If automated systems cannot resolve the patient’s issue, the contractor’s system shall seamlessly guide the patient to live support, minimizing patient inconvenience." |
1) Can the government clarify which automated system is being referred here such as the government enterprise wide system or the contractors own triage and appointing solution?
a) If the automated system is provided the government (e.g., government enterprise solution), how does the government plan to integrate their solution with the GNAL contractors telephony system to transfer to a live agent? This would have pricing implications in creating the system to system interface and successful transition (e.g. testing, cut over, etc.). Please note there is no CLIN to appropriately price integration between the two systems.
b) If the automated system refers to the contractors system, is this functionality expected to be operationalized in the base period, or in Option Year 1. 1) The offeror has the opportunity to propose a solution as part of the technical approach/solution that addresses the Government's requirement.
a) If Option 1 - DHA-approved enterprise solution is exercised, the Government will work with the awardee to ensure the solution works with the awardee's telephony system for easy transfer to live agents. Price for related work shall be negotiated with the awardee.
b) The offeror's Government-approved COTS solution is required to start in option year 1 if the DHA-approved enterprise solution is not available. However the offeror can also propose it as part of its base year solution if the offeror currently has this COTS availalbe now.
| API | |||||
| 86 | PWS | 1.3.2.3 | For which Government systems will APIs be available for the exchange of patient information between the contractor and the Government? | API access to DEERS and MHS GENESIS (See PWS section 5.13.1.1/Option 2/Core functional requirements) | |
| 87 | PWS | 1.3.2.3 | Will API access be granted to retrieve patient records, including medications, allergies, chronic conditions, surgeries, and hospitalizations? | Yes, through MHS Gensis APIs. | |
| 88 | PWS | 1.3.2.3 | Will API access be available to schedule appointments via MHS GENESIS or another platform? | Yes, through MHS Gensis APIs. | |
| 225 | PWS | 5.4.7 & 5.4.8 | Can the government confirm if API's are available with Tricare Network providers? | No API relationship. Not required for Tricare Network providers. Access link will be provided to verify netowkr providers. | |
| Workflow | |||||
| 274 | PWS | 5.2.1 & 5.2.2 | Clarify the eligibility verification workflow described in Section 5.2.1? Specifically, this section references validating patient eligibility through DEERS, but also introduces MHS GENESIS as a source of eligibility verification, which appears inconsistent with other sections that position DEERS as the authoritative system. Can the Government clarify under what circumstances MHS GENESIS would be used to validate eligibility, and whether DEERS is always considered the primary source of truth? This clarification is important to ensure alignment across intake workflows and technical integration planning. | PWS has been updated as part of Amendment 0011. Previous sections 5.2.1 & 5.2.2 are now combined as 5.2.1 Patient Eligibility Verification Process in the revised PWS. | |
| Call Data | |||||
| 355 | In the response to Question 112, the Government states that no new patient portal is required and that beneficiary access will be through the MHS GENESIS portal. However, the PWS requires that beneficiary access to the GNAL-NG must support of digital channels such as chat and video. There will need to be a website at minimum to access those services, and have the website connected to the vendor’s contact center system. Would the Government confirm that the contractor is expected to provide a user-facing digital interface (e.g., a website or portal (no login, limited functionality)) to support delivery of these channels—similar to the existing https://mhsnurseadviceline.com/home or will the government be providing the website and expect the vendor to integrate its contact center system with that site in order to support the initiation of chat and video modalities? | Yes. The contractor is expected to provide a user-facing digital interface similar to the existing one. | |||
| 356 | Attachment 23 Monthly Calls Encounter Data | In reference to Attachment 23 Monthly Calls + Encounter Data in Amendment 10, we request some clarification on some of the total numbers shown and additional questions: Within the attachment we noticed that “Total Calls Handled (All Agent Contacts)” are higher than the “Total Calls Received to the IVR (IVR inbound Total) ”. | |||
| a. Can you please clarify what makes up the differences? For example, are calls that are transferred from one agent to another counted as separate calls in this case? (e.g., An inbound call through the IVR which is first serviced by a customer service agent and then transferred to a RN is counted as 2 calls here?) | Total Calls Handled (All Agent Contacts) includes total calls received to the IVR (IVR Inbound Total) plus other calls made by agents. This may include calls transferred from one agent to another or any follow-up calls. | ||||
| 357 | Attachment 23 Monthly Calls Encounter Data | In reference to Attachment 23 Monthly Calls + Encounter Data in Amendment 10, we request some clarification on some of the total numbers shown and additional questions: Please clarify what “Calls Connected to RN” is meant to detail? Are these calls offered to the RN queue or answered by the RN? | Calls Connected to RN are calls answered by the RN (RN intervention is needed). | ||
| 358 | Attachment 23 Monthly Calls Encounter Data | In reference to Attachment 23 Monthly Calls + Encounter Data in Amendment 10, we request some clarification on some of the total numbers shown and additional questions: We kindly request that DHA provides the total number of calls offered at the queue level by month (i.e., number of calls offered to the Customer service queue and care-coordination queue, in addition to RN Queue). This information will help us determine the appropriate staffing levels for each of these queues. | Attachment 23 has been revised to include monthly total calls delivered to queue. | ||
| 359 | We kindly request that DHA provides the average call handle times for each of these queues (e.g. customer service, care coordination, and RN queues). | Please refer to attachment 18 for average call handle times. The specific breakdown requested is not available. |
File details come from the government source that posted it. Updated .