RC3_Questions for Industry.pdf

Industry Feedback Questions on Draft Performance Work Statement (PWS)

1. From a commercial best-practice and workforce-management standpoint, how do rolling local time zones impact your shift scheduling, ACD routing, and staffing efficiency?

Given that Direct Care MTF scheduling templates and specialty clinics operate predominantly during core local daytime hours, what friction points or inefficiencies do you foresee when fielding beneficiary booking calls outside local MTF clinic hours (e.g., handling non-booking inquiries, call routing, or asynchronous messaging)?

2. Does standardizing on-site coordinator coverage to core clinical operational hours (e.g., 0730–1630 local time, Monday–Friday, excluding Federal holidays) represent an optimal, cost-effective staffing model (1.0 FTE per post)? If the Government requires an extended 12-hour on-site presence (0600–1800), what cost, overtime, shift-overlap, and supervision challenges will industry encounter at the military treatment facilities?

3. Does the division between on-site MTF Support and off-site AVHE/VDI contractor endpoints create technical, operational, or policy complexities for your telephony and data capture architecture? What lead times are required during Phase 0 / Phase 1 transition to ensure network routing, telephony PBX/ACD integration, and DHA B2B Gateway approvals are fully validated prior to Go-Live?

4. What integration standards (e.g., HL7/FHIR, API, direct EHR table access, or automated batch reporting) do you recommend to enable near-real-time visibility into MTF template capacity? What data fields or access rights from MHS GENESIS are essential for contractor referral navigators to accurately determine specialty appointment availability without manual telephonic outreach?

5. If the Government structures the on-site MTF support for care coordination requirement as an optional or separately priced Sub-CLIN that may be unilaterally exercised, descoped, or transitioned during contract performance, how does this affect your recruitment, compensation strategy, sub-contracting agreements, and overhead allocation? What transition notice period (e.g., 60 days, 90 days) is required to demobilize or redirect on-site contractor personnel without incurring significant termination liability or disruption to the central call center?

6. What industry-standard tools, automated HIE integrations, or portal workflows do you leverage to maximize private sector provider compliance with CLR submission mandates? Given that civilian provider compliance is outside the direct control of the contractor, what factors should the Government consider when evaluating contractor performance?

7. In complex military referral and specialty appointing environments—where provider template release, Right of First Refusal (ROFR) reviews, and MCSC private sector authorizations may require multi-day administrative workflows—is a 95% FCR standard achievable, or does it incentivize premature closing of complex cases? What benchmark FCR percentage and measurement methodology does industry recommend for a multi-modality enterprise healthcare contact center?

8. Based on recent past performance supporting DoW/DHA contracts, is achieving 100% CAC issuance and system provisioning within 30 calendar days realistic, given federal credentialing office and TASS/DMDC processing queues? What specific pre-award or post-award onboarding mechanisms (such as interim credentialing approvals or contingent staffing arrangements) do you recommend the Government adopt to prevent Wave 1 Go-Live delays?

9. Which pricing model best serves the RC3 requirement while minimizing Government cost risk and contractor performance risk (e.g., FFP per month based on tiered referral/call transaction bands; fixed unit price per completed transaction; standard FFP monthly core service rate with an unpriced/cost-reimbursable surge band; or fully loaded labor-hour/FTE rates for dedicated positions)? How should the pricing structure differentiate between centralized remote call center operations and on-site MTF facility support?