OCT 2025-Eyeglass Industry Day Questions FINAL 10.09.25.docx

Eyeglass Industry Day

The following questions are provided to the industry in preparation for the Department of Veterans Affairs Eyeglass Industry Day. Vendors should review these in advance and come prepared to discuss their detailed responses and proactive strategies with the Integrated Product Team (IPT).

Each vendor is required to bring subject matter experts (SMEs) to respond to questions from the IPT:

· SME for optical fabrication and fitting.

· SME for IT connectivity and interoperability.

· SME for billing.

Vendors should limit their team to no more than five (5) representatives.

IT Connectivity & Tracking:

1. What systems and protocols do you use for EDI, and how will you ensure secure connectivity with the VA DLC?

2. How will you track and report required performance metrics (e.g., order timeliness, patient satisfaction)?

3. How will you ensure HIPAA/PII compliance, including staff training and documentation?

4. What system or interface will VA users have access to for tracking eyeglass order status online?

5. What level of technical support do you provide for VA staff, Veterans, and IT integration?

6. Given our interest in leveraging VA internal fabrication contracts, please address the following scenario:

a) Do you foresee any challenges with providing a network of Optical Shops that will:

· Set costs for optician services.

· Display the eye frame kits for the regionally awarded eyeglass manufacturing vendors in their shops.

b) What potential issues might arise with communicating electronically with VA internal fabrication contracts for the following process:

· The Veteran arrives at the optical shop with a prescription in hand.

· The Veteran selects frames from a VA-approved frame kit.

· The optician sends the order to the DLC contracted vendor for the region.

· Approval is sought and obtained from the DLC.

· The order is then submitted to the designated VA eyeglass fabrication company named for that region.

c) Do you anticipate any fees or additional charges related to using this model with other vendors?

d) Are there any specific technological, logistical, or operational concerns you foresee in implementing and effectively communicating within this framework?

Fabrication:

1. How will you ensure ANSI and FDA compliance for all frames and lenses?

2. How do you plan to incorporate technological advancements (digitally ground lenses, wavefront, etc.) into VA eyeglass fabrication?

3. What strategies will you use to ensure fabrication and dispensing are available across all U.S. states, territories, and possessions?

4. How will you meet specifications for progressive, photochromic, safety lenses, and low vision products?

5. How often do you update frame/lens kits, and how do you manage VA approvals for new options?

Fitting & Dispensing:

1. How do you measure and report patient satisfaction, and how do you use feedback to drive service improvements?

2. What capabilities do you have for mobile fitting/dispensing for Veterans who cannot travel?

3. How will you implement virtual fitting technologies while ensuring they are limited to fitting/measurements (not exams) and avoid inappropriate upselling?

4. How will you ensure consistent staffing standards across fitting sites (e.g., licensed opticians, trained health technicians)?

5. How do you ensure virtual fitting technology is limited to fittings/measurements only and that Veterans are not subject to inappropriate upselling?

6. What is your approach to post-dispense adjustments and refits, including scheduling, turnaround, and documentation?

Billing & Reporting:

1. How will you handle billing for VA-provided eyeglasses and additional purchases by Veterans?

2. What customer service processes will you implement for billing issues?

3. How will you ensure timely submission of requested reports (e.g., usage data, lens/frame data, timeliness, satisfaction surveys)?

4. What reporting formats and data fields do you recommend to improve order tracking, reconciliation, and transparency?

Repairs & Warranty:

1. What are basic repairs deemed related to normal wear and tear; are they included in the overall cost?

2. Is it standard practice to include adjustments with the fitting cost? If so, is there a minimum or maximum number of adjustments per year?

3. How do you handle tech refreshes/product upgrades? Does this apply?

4. What are your commercial warranty and repair practices, and how would you align them to VA expectations? Please describe in detail.

Order Reporting:

1. What do you recommend for defining order reporting and accounting practices (order received date, acknowledgment, ship date, shipped-to location, invoice/payment status)?

2. What additional data elements should be included to enhance clarity and accountability?

3. What submission methods and frequencies do you recommend to ensure transparency and efficiency?

Capacity:

1. How will you scale production, staffing, and logistics if Veteran volume increases significantly?

2. What surge strategies and contingency plans would you implement to maintain performance standards during spikes in demand?

General:

1. What is your recommended approach to defining clear order reporting and accounting practices upfront?

2. What recommendations do you have that are not already addressed in the draft SOW?