C.19.10.pdf

HT9402-14-R-0001 TRICARE OVERSEAS PROGRAM (TOP) PAGE 1 OF 1

C.19.10. The Contractor shall ensure that Call Centers are fully staffed with qualified, trained personnel and that all Call Center-based toll-free customer services and referral/authorization processing systems are functional no later than 60 calendar days prior to the start of health care delivery. This will facilitate the Performance Readiness Assessment and Verification (PRAV) of key contract areas which will be performed by the Government approximately 60 calendar days prior to the start of health care delivery.

Prior to the PRAV, the Contractor shall accomplish an internal Performance Readiness Validation (PRV) of key contract areas and brief the Government on the processes, results, and findings no later than 7 calendar days prior to the PRAV. See Section G for invoicing instructions for Call Center staffing and systems prior to the start of health care delivery. See Sections H.5.2 and H.5.3. for a description of the PRV/PRAV processes.