Questions to Solicitation HT001425R0015 Final.docx

Questions to Solicitation #HT001425R0015

1. Has the current contract gone full term? Yes

2. Have all options to extend the current contract been exercised? Yes

3. Who is the incumbent, and how long has the incumbent been providing the requested services? General Infomatic, since 6/15/2020

4. How are fees currently being billed by any incumbent(s), by category, and at what rates? Proprietary information.

5. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Proprietary information.

6. What is the minimum inbound call capacity? There is no minimum simultaneous inbound call capacity. However, the awarded vendor will need to meet the benchmark standards for calls that are detailed in the RFP. Number varies with specific telephonic software system.

7. What percentage of inbound calls must be answered by a live operator? 80%

8. What percentage of calls must be resolved without a transfer, second call, or a return call? 70-79%

9. What is the maximum percentage of calls that can be terminated by the caller without resolution? Less than 5%; Not before speaking to a recording; refer to Attachment 2, “Part 7, Attachment 1 Performance Requirements Summary”, pages 24-25

10. Is there a minimum or maximum number of operators and supervisors? Staffing capacity is determined by the contractor. Operator supervision must be provided by the contractor and incorporated into the overall price.

11. What are the required language options? English

12. What is the required degree of dedication for the call center? 24/7/365, Attachment 2, Section 1.7.3

13. What is the required degree of dedication for the operators? 24/7/365, Attachment 2, Section 1.7.3

14. Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? No

15. What was your average monthly call volume over the past year? Monthly 8,300 calls

16. What is the current number of seats for operators and supervisors at your existing call center? Requirement calls for offsite location provided by the contractor at staffing capacity that the Contractor estimates based on the requirement expressed in the solicitation; Attachment 2, Section 1.2, page 2

17. What is the current average wait time for phone calls? 20 seconds or less before speaking to an agent; see Attachment 2, “Part 7, Attachment 1 Performance Requirements Summary”, page 24-25

18. What is the current average handle time for phone calls and other types of communications? Not a metric currently measured.

19. What is the current average after-call work time for operators? 45 seconds

20. Over the past year, what is the percentage of calls received in English versus non-English? Not a metric currently measured.

21. Over the past year, what percentage of calls received were in Spanish? Not a metric currently measured.

22. What time of day, days of the week, or times of the year do calls typically peak? January to March, however historically inconsistent; time of year for high call volume varies. Time of day and day of week was not a metric currently measured.

23. Please reconfirm the due date for this procurement by providing it in response to answers to questions. Reponses to questions will be posted before close of business of Friday March 7th. Proposals are due March 14th at 9am, as indicated in the solicitation.

24. What is the date by which you will answer these questions? See number 23.

25. Why has this bid been released at this time? This question is not pertinent to the proposal

26. Can you please provide greater details on how proposals will be evaluated and how the selected vendor(s) will be chosen? See Attachment 1 of the solicitation.

27. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? Only if they no longer require consideration. Only proposals submitted as prescribed will be considered.

28. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. Not relevant to the solicitation

29. Who is the current contractor? See Question 3

30. What is the current contract amount? $5,108,783.90

31. If you are unable to provide the current contract amount, what is the current budget your agency has for this project? Industry competition will dictate the budget.

32. Could you please provide the current number of Full-Time Equivalents (FTEs) by labor category supporting the services described in the PWS? There are no FTEs on the current contract. Staffing is determined by the Offeror.

33. Could you share any historical workload and performance data, including:

a. Total number of calls received 54,329 over a period of 54 months

b. Distribution of calls over time (by day and hour) Not a metric currently measured.

c. Abandonment rate Not a metric currently measured.

d. Average Handle Time (AHT) Not a metric currently measured.

34. Is there currently a Tier 0 self-help portal in place? If so, is it managed and maintained by the government? Yes

35. What is the anticipated duration of the transition/Phase-In period? The transition will be determined by the award date and beginning of the POP.

36. Regarding PWS Part 3 – Section 3.0 (Government Furnished Property, Equipment, and Service), the documents indicate that the government will not provide facilities or any equipment. Could the government please confirm if this is correct? Yes, this is correct.

37. Regarding PWS Section 1.7.1 (Place of Performance), it states: “The work is to be performed offsite of WRNCMMC at a location determined to by the contractor and with the concurrence of the 4 DHA PWS Template V13 November 16, 2021 government. During inclement weather and emergency situations may work from alternate locations in accordance with an approved COOP Plan, as approved by the COR.” Could the government please confirm whether the offeror is required to provide both a primary location for day-to-day operations and a separate COOP/Disaster Recovery location for use during emergencies? Yes, this is correct.

38. Any indication about how many calls per month you expect? In the last 2 years, average call volume has been 8,300 per year.

39. Will the Government please confirm the daily averages of weekly calls and services? See Question 15 for monthly numbers

40. What are the monthly call volumes for the past three (3) years? See Question 38

41. Will the Government please confirm the average call length? See Question

42. Will the Government please confirm the average number of calls per hour, during a standard workday? Those are not metrics currently tracked. But see questions 17, 18,and 38

43. Will the Government please confirm the number of incumbent personnel? Unknown

44. Will the Government please confirm the incumbent’s office location? That is proprietary information

45. Per USASPEND guidance, Offerors should not include escalation between option periods. Does this USASPEND guidance apply to this solicitation? Or, does the Government require Offerors to: 1) propose an escalation factor or 2) plan to submit post-award request(s) per the FAR Clause for Multi-Award Contracts, 52.222-43 -- Fair Labor Standards Act and Service Contract Labor Standards—Price Adjustment (Multiple Year and Option Contracts)? The USASPEND guidance does not apply to federal contracts NOR does the government require Offerors to propose escalation or request equitable adjustments because the CLIN cost is rolled into one sum and not broken out into labor categories.

46. Since CLIN Billing is set up as LOT, will Offerors submit invoices by transaction or by a fixed monthly – or 1/12 – increment of the annual billing (other than base period of 9 months)? 12 equal monthly payments

47. Section 5.2.8 Performance Outcomes: Does the data in the PWS reflect current volumes or an anticipated increase in volume? This is a new requirement so no increases are anticipated at time.

48. Will the Government please confirm the Base Year Period of Performance, as it is stated differently in the Solicitation and PWS documents: Will it be from 1 Apr 2025 – 30 Sept 2025 or 1 Apr 2025 – 30 Sept 2026? That is a typo that has been corrected in the PWS

49. Will the Government please verify the level of clearance required for associates – i.e. Public Trust or Secret? Public Trust

50. PWS 1.7.3 defines that call center/appointment support services are required Monday through Friday as scheduled by the Directorate. So, that Offerors may plan for staffing and price accordingly, what hours of operation will be required for the Call Center/Appointment Support Services (e.g., normal business hours 8am-5pm, or extended hours 6am-8pm, or 24 hours a day)? That section of the PWS has been updated

51. a. What is the transition-in period timeframe (e.g., 30 days, 60 days, or other)? Will the government provide a separate CLIN for the transition period? The transition will be determined by the award date and beginning of the POP. The separate CLIN could be provided if necessary.

52. b. Will the government provide Information Management staff for coordination to ensure transition milestones such as patient appointment information systems connectivity, system access, call scripts for various clinics IVR scripting, and employee CAC issuance are met? Yes, to transition milestones and no, to the need for CAC

53. a. Will the government provide training to the contractor’s trainer on CHCS/AHLTA/GENESIS/ESSENTRIS/CERNER, required information systems, and criteria guidelines? Yes, training will be provided

54. b. How many hours of training is estimated per FTE for government systems? 16 -24 hours

55. PWS 1.6 period of performance lists 4/1/25-9/30/2026. CLIN 0001 and Delivery Information (RFP pg. 5) lists base year 4/1/25- 9/30/2025 and then four 1-year option periods. See Question 48

56. Pease confirm that the full contract period of performance is through 9/30/2029, including all option periods? yes

57. Should the base year be defined as 4/1/25-9/30/25 under 1.6. to match CLIN 0001 and not be through 9/30/2026? See Question 48

58. Will the government provide call scripts and clinic protocols and criteria? Yes, call scripts can be provided

59. Will the government provide a separate line item for pricing contractor provided materials, facility, and equipment in support of the contract (e.g., a separate Transition-in CLIN)? See Question 51

60. a. Will personnel supporting PWS 5.2 be taking calls and booking appointments for specialty referrals in MHS GENESIS? If so, is the contractor required to record all calls for PWS 5.2 Call Center/Appointment Support Services? If so, how long is the contractor required to maintain call recordings? 60 days or until the next report cycle

61. b. Is the contractor required to monitor a percentage of calls for the call center/appointment support services? That would an internal metric but not one required for this contract.

62. a. Will the government provide access to the patient appoint information systems (e.g., MHS GENESIS)? Yes How will it be provided (e.g., via AVHE, etc.)? TBD

63. b. Will the government provide IT resources to coordinate with the contractor to ensure connectivity to required government information systems? Yes

64. Please confirm that all telephone switchboard operations (PWS 5.1) and call center support (PWS 5.2) are to be performed at a contractor facility. Yes, that is correct

65. Is there a toll-free line for the call center support defined in PWS 5.2? The hospital owns a dedicated line. For pricing purposes, will the Contractor be responsible for it? No or, will the government be responsible for it? Yes, the government is responsible for that line. Contractor is responsible for compatibility

66. Will personnel supporting PWS 5.2 require inbound voice circuits and ACD? That’s an Offeror responsibility that may vary with the software application chosen. If yes, will Scripts be provided to the contractor? Yes, if neccessary

67. Please provide historical annual call volume data for calls received into telephone switchboard (PWS 5.1 services). See Question 38

68. Please provide historical call volume data for call center support. See Question 38

69. How will the calls be received by the contractor for the performance outcomes supported under PWS 5.2 (e.g., through switchboard, separate toll-free line, transferred from the clinic, within MHS GENESIS, or other)? All

70. Is the contractor processing referrals for accuracy, completeness and disposition as part of the overall outcome tasks in PWS 5.2? Yes

71. Is the contractor required to upload CLRs into HAIMS as part of PWS 5.2 performance outcomes? If so, how many CLRs are uploaded per week? No

72. Are all Government systems accessed through the MHS Genesis Citrix Environment? Yes

73. Would the government consider adding a CLIN for upfront equipment, material, and facility costs during the transition period? See Question 51.

74. Each CLIN (0001 through 4001) is defined as FFP price for Hospital Telephone Switchboard Services. Hospital Telephone Switchboard Services is defined as the services provided in PWS 5.1. Will the government add CLINs to support pricing for PWS 5.2 – Call Center Support tasks? No, this is performance-based contract

75. When is the contractor required to provide the COOP? At the time of award? Within a specified number of days after award? Must be provided within 14 days

76. PWS 7.1 Attachments/Technical Exhibit Listing and PWS 7.4 Other Attachments. Will the government please provide the other attachments listed in PWS 7.1 and 7.4? Currently, these attachments are only images in the PDF file. Those attachments have been deleted

77. Please provide a list of deliverables and what is required in each in regard to monthly statistical reporting (e.g., specific metrics or data points) that must be included in these reports. See PWS Section 1.10.2

78. Please provide AQLs/performance metrics for PWS 5.2 services. See Part 7 Attachment 1

79. Is the contractor responsible for authorizing necessary care for clients? No Or, is the contractor just required to verify that authorization for necessary care is entered in MHS GENESIS? No

80. Can you please provide the historical call volumes and peak call times? For switchboard, See Question 38. For all center, no data is available as this is a new requirement.

81. Can you please provide the Department of Labor Wage Determination that is applicable to this requirement? Adherence to WD is the contractor responsibility; labor category wages are not tracked on this contract.

82. Can you please provide the Department of Labor Wage Determination Occupation Code(s) Title(s) for the applicable labor category(s) for this requirement? Government is not tracking that information.

83. Can you please confirm if remote work is acceptable for all positions supporting this requirement? That is the Offeror’s determination. See paragraph 1.7.1 of the PWS.

84. Can you please clarify what is being requested within item (m), List of subcontracts, on the PPS template? It refers to calling out the names of subcontractors working under a Prime contract holder.

85. The bottom of Page 3 of the PPS template has a field titled “Prepared by.” Can you please clarify the expectation of who is to prepare this form? Owner of the business or an authorized person, thereof.

86. The Performance Objective is to Maintain professional licenses & certifications. Can you please provide the professional licenses and certifications required to maintain under this contract? Offeror is responsible for maintaining compliance to industry standards.

87. Can you please clarify if the contractor staff utilize a Customer Relationship Management (CRM) or similar system? No

88. If a CRM is to be utilized, is it to be provided as part of the contractors solution or is it provided by WRNMMC? No

89. Can you please confirm if all calls are to be recorded? Calls are randomly recorded.

90. If calls are to be recorded, what is the required retention period? See Question 60

91. Can you provide historical data for the statistics specified in the monthly report that is to be provided by the contractor in the monthly reports? This information is necessary to determine the required staffing for the project. See Question 38

92. What time period is covered by CLIN 0001? See Question 48

93. What unit price should be provided for CLIN 0001? Is it a FFP for each month? That is determined by the Offeror at a firm-fixed monthly amount.

94. What time period is covered by each optional CLIN? 1 year/12months

95. The PoP is 01 April 2025 – 30 September 2026. Which CLIN covers this period? See Question 48

96. Question: Why has this bid been released at this time? This is not pertinent to an Offerors submission.

97. Question: Has the current contract gone full term? Yes

98. Question: Have all options to extend the current contract been exercised? Yes

99. Question: Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. This is not pertinent to an Offerors submission.

100. Question: Who is the incumbent, and how long has the incumbent been providing the requested services? General infomatics for 5 years

101. Question: How are fees currently being billed by any incumbent(s), by category, and at what rates? That is proprietary information

102. Question: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Unknown What is the budget for this RFP? See Question 31

103. Question: What is the minimum required total call capacity? This will vary with software and equipment used

104. Question: What is the minimum simultaneous inbound call capacity? See Question 103

105. Question: Is there a minimum or maximum number of operators and supervisors? To be determined by the Offeror

106. Question: What is the required degree of dedication for the call center? (Can call center operators work on other contracts at the same time as this one)? 100% dedication!

107. Question: What is the current average handle time for phone calls and other types of communications? See Question 18

108. Question: What is the current average after-call work time for operators? 45 seconds

109. Question: What time of day, days of the week, or times of the year do calls typically peak? That is not a metric measured at this time

110. Question: Are there any performance improvements you would like to see made? Not at this time

111. Question: Pls confirm Contractor personnel be remote (but within USA) and not in Walter Reed. See Question 83

112. Question: The PWS states a PoP of 1 Apr 2025 – 30 Sep 2026. But SF1449 shows three option years. Pls clarify. See Question 48

113. Section B Clarification: Section B references only Switchboard Operator services and does not mention Call Center services. Can you confirm whether the pricing provided for each CLIN should include both services? Yes, include both services

114. Current Staffing Levels: How many clerks are currently assigned to this effort? Unknown. That is for the Offeror to determine

115. Shift Structure: How many shifts are scheduled, and what are the designated shift times? That is for the Offeror to determine

116. Vacant Positions: Are there any currently vacant positions under this contract? Unknown

117. Incumbent Tenure: How long has each incumbent been in their current role? Unknown

118. Wage Determination: The RFP does not include a wage determination. Can you confirm whether one will be provided? This is a performance-based contract and wage responsibility is that of the Offeror.

119. Can the government please confirm Place/Location of Performance for the call center. At the Offeror’s discretion.

120. PWS - 1.6 – can the government please provide clarification on the period of performance as it doesn’t match with the solicitation PoP. See Question 48

121. Is the government going to provide laptops to the employees that work off site to support the Switchboard Operator Services? This is the Offeror’s responsibilty

122. Is it the governments attention for the contractor to provide office space for the switchboard operators or is allowable for the employees to remotely from home with COR approval. The government will not provide office space and the Offeror will determine the suitability of remote work.

123. Can you please advise if this solicitation is a new contract or contract currently being serviced by another company? There is an incumbent however there are new components being required. See Question 3

124. If the contract is not a new contract, can you please provide the current contractor and previous award for this solicitation? General Infomatics

125. Can you please provide most recent history data for the daily, weekly, or monthly call volume during normal duty hours (0730-1600) and before / after duty hours (1601-0729)? Those metrics are not currently being tracked. Some metrics are in questions 17, 18, and 38

126. It appears that the number of employees on duty during duty hours and after duty hours will be determined by the contractor Yes and adjusted as needed or are you able to provide an approximate number of operators typically used to satisfy the call volume. Information unknown

127. Are the hours of operations the same for all the departments the call center will be providing services for? Or will the call volume data fluctuate depending on which departments are on duty verse off duty? Assistant Chief of Staff (ACoS), National Intrepid Center of Excellence (NICoE), Directorate of Healthcare Operations for the Walter Reed National Military Medical Center. Office hours vary and calls volume may fluctuate accordingly.

128. In Attachment 2-DHA_PWS_Hospital Telephone Switchboard Operator, Part 7.5 “Other Attachments” pp.26-27 the following attachments are listed with an accompanying file icon but a hyperlink/downloadable file is not accessible to vendors:

a. Attachment 2, Deliverable Schedule Table (Paragraph 6.5.2.1.1)

b. Attachment 3, Cybersecurity Regulations and Guidance (Paragraph 6.7.2.3)

c. Attachment 4, FRCS Responsibility Matrix (Paragraph 6.7.5.3)

d. Attachment 5, Risk Assessment Timeframes (Paragraph 6.7.7) See Question 76

129. Would the government please provide a workable hyperlink or a downloadable copy of these attachments for vendors to review? See Question 76

130. Given the referenced attachments currently aren’t accessible for vendors to review would the government consider extending the response submission deadline to a date later than March 14th, 2025 at 9AM ET to provide more time for vendors to review these artifacts? No

131. Could the government please provide more information on the estimated workload of this contract? See Questions 17, 18, 38

132. How many current contractor personnel support the Switchboard Services and Call Center Operations to date? See Question 123

133. Do past performance examples need to be from separate contracts or are different call centers supported under the same contract acceptable as their own past performance? No, it does not need to be separate contracts.

134. Will the government accept past performance examples from commercial work? Yes