W81K00-16-R-0008-0001_Amendment.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

This amendment is issued to:

A. Provide Vendor questions and Government answ ers. No further questions w ill be entertained.

B. Re-designate the Assistant Program Administrator postion to Alternate Program Administrator.

C. Make administrative changes, to include correcting the performance periods w ithin the CLINs and the numbering sequence of the PWS.

All Offerors shall acknow ledge this amendment and return it w ith their offer.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 35

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 01-Feb-2016

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X W81K00-16-R-0008

X 9B. DATED (SEE ITEM 11)

20-Jan-2016

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

01-Feb-2016

CODE

W40M USA MEDCOM HCAA

SOUTHERN REG CONTR OFC

3551 ROGER BROOK DR BLDG 3600

FORT SAM HOUSTON TX 78234-6200

W81K00 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

W81K00-16-R-0008

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 30 - BLOCK 14 CONTINUATION PAGE

The following have been added by full text:

QUESTIONS AND ANSWERS

Questions and Answers

REGARDING SOLICITATION W81K00-16-R-0008,

CONSULT AND APPOINTMENT MANAGEMENT SERVICES

1. Question: What is the current contract award amount?

Answer: $3,689,835.02

2. Question: What is the name of the current contractor?

Answer: Glacier Technical Solutions

3. Question: Are there any incumbent employees currently performing?

Answer: Yes

4. Question: If yes, could the government share anniversary dates to calculate vacation time?

Answer: Of all contract employees (full-time and part-time), there are 54 contract employees that have provided less than five (5) years of service; 4 contract employees that have provided between 5 - 9 years of service, and 3 contract employees that have provided over 10 years of service. This includes the whole span of continuous service with the present contractor or successor, wherever employed, and with the predecessor contractors in the performance of similar work at the same Federal facility. (Reg. 29 CFR 4.173)

5. Question: Would incumbent employees have 1st right of refusal under this opportunity?

Answer: See FAR Clause 52.222-17, which is included within the solicitation.

6. Question: What is the current contract number?

Answer: W81K00-15-C-0003

7. Question: Are the services described in the solicitation performed on site or can they be performed from a remote call center?

Answer: Performance shall be executed at the government provided site only.

8. Question: Is the Assistant Project Administrator position billable to the CLIN for the PA or is it the contractor’s expense?

Answer: The PA or Assistant Project Administrator (APA) is billable to the Project Administrator CLIN. The APA is to act as an alternate in the event of the Project Administrator’s absence. Therefore, this position is being redesignated as the Alternate Project Administrator.

9. Question: When does the current contract expire?

Answer: March 31, 2016.

10. Question: Will the government provide a historic level of effort (number of personnel) to support this requirement?

Answer: Since August 2015, there has been an average of 54 full-time equivalents (consisting of a mix of full time and part time employees).

11. Question: Will the government accept past performance from critical subcontractors?

Answer: Yes. However, the Government requests that the name of any subcontractor be included in the administrative section of the proposal so that the subcontractor's past performance questionnaire will be evaluated with the appropriate offeror (i.e., prime).

12. Question: Will the government extend the proposal due date to February 17th?

Answer: No.

13. Question: Do the Government systems allow the Contractor to generate a report of how many CLRs it has posted, or will the Contractor be responsible for using its own system to track the quantity of CLRs posted?

Answer: CLR generation by report will be pulled from the Government furnished system by Government employees adn provided to the contractor. This does not preclude the contractor from maintaining their own tracking method.

14. Question: Which ACD routing methodology does the Government currently utilize for inbound calls?

Answer: A call comes into the ACD, and then is routed by phone tree input (press 1 for XXXXXX) to the area selected.

15. Question: If this is an existing requirement, would the government please release the start dates of incumbent contract TACs?

Answer: See Question/Answer # 4.

16. Will the Government share historical data or estimates regarding anticipated productivity rates of TACs posting

CLRs?

Answer: There is no historical data regarding CLR posting productivity rates, as this is a new requirement.

17. Question: Section B: Every CLIN identifies the Period of Performance as 1 April 2016 – 30 September 2016.

Will the Government please provide an accurate period of performance for every option?

Answer: Yes. The base period of performance is 1 April 2016 - 30 September 2016, followed by twelve-month option periods: 1 October 2016 - 30 September 2017 (option 1) , 1 October 2017 - 30 September 2018 (option 2), 1 October 2018 - 30 September 2019 (option 3,) and 1 October 2019 - 30 September 2020 (option 4).

18. Question: The RFP is silent with regards to a Phase-In/Transition-In period. Will the Government provide a

Phase-In period and an associated CLIN if necessary?

Answer: Full performance is expected within 60 days from date of award. A Phase-In CLIN is not contemplated.

19. If the offeror chooses to have a subcontractor, how would the Government like to receive the Appendix B

Compensation Plan as this document will contain data proprietary to the prime and subcontractor?

Answer: The Government requires compensation plans as part of the proposal. Failure to submit a compensation plan will render that subfactor as unacceptable.

20. Question: Will the Government require Subcontractors to submit a proposal separate from that of the Prime?

Answer: Only proposals from an entity intending to perform as the prime will be accepted.

21. Question: Can the Government provide the average time it takes to process each or total past performance CLR postings?

Answer: The Government has estimated CLR postings at six (6) minutes each.

22. Question: Is the incumbent an 8A?

Answer: Yes.

23. Question: Is there an incumbent on this opportunity?

Answer: See Question/Answer # 2.

24. Question: Are the PA and ALT PA resumes include in the 20 page technical?

Answer: Yes.

25. Question: Does Factor 1 Technical Approach have 20 pages and Factor 2 Management Approach have 20 pages for a total of 40 pages?

Answer: Factor 1, Technical Approach, and Factor 2, Management Plan, are EACH limited to 20 pages.

26. Question: Will the government correct the Place of Performance CLIN0001AA onwards, unless this is one of the locations to be served, see page 15.

Answer: The proper place of performance for the Telephone Appointment Clerks and Project Administrator is located in the Performance Work Statement, paragraph 1.2.1. The Ship to Address listed under Delivery

Information, beginning page 15 is an administrative system generated address. This address is utilized for other purposes, and will remain as stated in the solicitation.

27. Question: What is the transition time for this opportunity?

Answer: See Questions/Answer # 18.

28. Question: Ref PWS 1.2.1 p. 54: How many locations will the appointment clerks be supporting all together?

Answer: The TACs support all military treatment facilities within the San Antonio Military Health System area of responsibility, including San Antonio Military Medical Center (SAMMC), Wilford Hall Ambulatory Surgical Center

(WHASC), subordinate satellite clinics located at Randolph AFB , and other clinics throughout the city of San

Antonio.

29. Question: Are all appointment clerks in the same location and if not, how many are located at each facilities?

Answer: All appointment clerks will perform at the same location, as stated in performance work statement (PWS) paragraph 1.2.1.

30. Question: We understand Mondays and Tuesdays are highest call volume days; what times of the day are the highest call volumes and how many calls are handled during those peak times?

Answer: The CAMO averages around 1,200 phone calls from 0630-0900 on the days and times in question.

31. Question: Ref PWS 1.3.3 – Staffing; how many personnel are currently performing this effort and is the government expecting the same level of coverage for this contract to continue?

Answer: See Question/Answer #10. The Government requires that the performance outcomes / metrics listed in the performance work statement be met, and does not dictate the contractor's staffing level, subject to the physical restrictions and hours of the call center .

32. Question: How many are fulltime employees? How many are part-time employees?

Answer: See Question/Answer # 10.

33. Question: What is the longevity of the personnel currently in-place to allow for vacation calculation compliant with SCA?

34. Question: What immunizations are required for each personnel? Will the MTF provide these immunizations at no costs to the employees?

Answer: A successful tuberculin skin test is required prior to beginning performance under the contract, and an influenza vaccine is required annually. The MTF only provides screenings/immunizations to those individuals that are otherwise DoD Military Health System beneficiaries. PWS paragraph 1.3.14 adds this information.

35. Question: For past performance references, do individual task orders under ID/IQ Basic contracts count as one contract reference? Or should offerors submit a reference for an ID/IQ Basic Contract as a whole?

Answer: Each task order may count as one reference. However, task orders that are different only in terms of the period of performance will not count as separate references (e.g., providing 1 FTE Administrative Assistant to Fort

XYZ in FY15 is considered the same as providing 1 FTE Administrative Assistant to Fort XYZ in FY16).

36. Question: How long is the lunch break for contract personnel?

Answer: Breaks are determined by the Contractor.

37. Question: How many hours do FTEs work each day?

Answer: Work schedules are determined by the Contractor within the confines of the call center's hours of operation.

38. Question: Is there a current contract supporting the efforts outlined in the solicitation? Yes.

If so:

38a. What is the contract number for the current contract?

Answer: See Question/Answer # 6.

38b.Who is the incumbent?

Answer: See Question/Answer # 2.

38c. How many contractors are on site?

38d. What was the final contract price for the contract?

Answer: See Question/Answer # 1.

39. Question: FAR clause 52.222-17 Non-Displacement of Qualified Workers is included as part of the solicitation, This clause requires that the successor contractor and its subcontractors are required to offer those Service Contract

Act employees that are employed under the predecessor contract, and whose employment will be terminated as a result of the award of the successor contract, a right of first refusal of employment under the contract in positions for which they are qualified. 29 CFR 4.173, “requires an employer to furnish to employees working on the contract a specified amount of paid vacation upon completion of a specified length of service with a contractor or successor…The incumbent contractor, when bidding on a contract, must consider … vacation benefits for those workers in his employ.” As result of the two requirements, we request a listing of length of service of personnel by position to ensure that pricing submissions are in compliance with required vacation and incumbency hire regulations noted above?

40. Question: Section 4 requires offeror to submit proposed pricing for all sub-contract line item numbers identified in the Request for Proposal. Include the price per unit of measure, and total extended price for each subcontract line item. Question: Is any supporting pricing (spreadsheet) or explanation (write up) required?

Answer: Addendum to 52.212-1 contains all information required to submit a proposal.

41. Question: Could you please tell us if resumes will be counted in page limit?

Answer: See Question/Answer # 24.

42. Question: Does MEDCOM consider the past performance of the subcontractor to be equal to the past performance of the Prime Contractor?

Answer: Past performance will be evaluated solely on its recency and relevancy in accordance with addendum to

52.212-2. See also Question/Answer # 11.

43. Question: Of the current incumbents, how many vacancies exist?

Answer: Staffing levels are determined by the contractor; therefore the government does not determine whether or not there are vacancies.

44. Question: For the incumbent contract, does the same requirement exist as in the solicitation whereby the incumbent will provide a current list of contract employees prior to contract end?

Answer: Upon determination of the apparently successful offeror, the Contracting Officer will provide a certified service employee list to that offeror.

45. Question: Are the current requirements in the current contract’s PWS the same as this? If no, how do they differ?

Answer: No. As numbered in the PWS, the Service Summary Performance Objectives 9, 11, 12, and 13 are new.

The remaining perofrmance objectives are either exactly the same (2, 3, 4, 7, and 10); the minimum is the same but the maximum was increased (1, 5, and 6); or slightly reduced (8; previously the requirement was within the same business day).

46. Question: Is there a measurable growth rate for the work required from the current contract so that we should estimate a similar growth requirement for this contract?

Answer: The Service Summary Performance Objectives within the PWS account for projected growth..

47. Question: Reference PWS Section 1.2.1: Since employees on this contract will office at the government site, are there additional costs for computers, phones, and other government provided equipment?

Answer: All equipment needed to perform the specific tasks listed in the PWS will be provided to the Contractor at the Government-specified location at no cost.

48. Question: Reference Solicitation SF1449: While this contract is listed as Firm Fixed Price, the solicitation asks for Hours as the unit of measure of CLINS. We recommend this be a Firm Fixed Rate contract with Labor Hours rather than Firm Fixed Price. Can the Government clarify the contract type and how CLIN amounts should be determined?

Answer: The CLIN description and the Addendum to 52.212-1 provide the necessary information needed to determine the CLIN amounts. The quantities and unit prices proposed by the apparently successful offeror (i.e., ultimate awardee) will be incorporated into the contract. The unit prices shall be fixed, and not subject to adjustment except for any changes made in accordance with FAR 52.222-43.

49. Question: Reference Solicitation pg. 87: Can the Government provide a numerical weighting of evaluation between the four factors contained in the proposal?

Answer: No. Proposals will be evaluated in accordance with the Addendum to 52.212-2, which utilizes the process outlined in FAR 15.101-1(b)(2).

50. Question: Reference PWS 1.3.7: What is the frequency, quantity, and average attendance for Phase I

(didactic/classroom) training? Will contractor personnel, when either conducting or participating in Phase I

(Classroom) instruction need to be covered on the call center floor?

Answer: Initial training (Phase I and Phase II) shall be provided by the contractor for all new employees prior to operating "on their own" on the CAMO floor, whenever they may start during performance of the contract. The contractor will determine the training plan/schedule that is agreed upon by the Government. CAMO-directed training is to supplement Phase I and Phase II. Floor coverage must be maintained during training periods such that the performance objectives are met.

51. Question: Reference PWS 1.3.11: Are both the Project Administrator and the Assistant Project Administrator

Considered Key Personnel?

Answer: Any contract employee functioning in the role of Project Administrator is considered key personnel.

52. Question: Reference PWS 5.5: With regard to sending mailers, what is the quantity/frequency of distribution?

Are materials such as post cards, printing, and postage provided by the government, or are they cost reimbursable?

Answer: Mailers are produced daily and the Government provides the materials and postage.

53. Question: Can the Government supply a list of incumbent employees and associated anniversary dates for use in

SCA vacation requirements?

54. Question: Can the Government supply the amount of historical FTEs and Level of Effort hours previously associated with this contract?

55. Question: Page 76, Factor 2, 2C. Key Personnel defines requirements for a Project Administrator and Assistant

Project Administrator. This conflicts with the requirements on page 54, section 1.2.1 which asks for “…a Project

Administrator..”. Please confirm which is correct.

Answer: See Question/Answer # s 8 and 51.

56. Question: Section 1.3.7 TRAINING. Training is extensive and will definitely impact performance requirements.

Is there a grace period for TACs to allow for training of new personnel, or will they be held to the performance metrics in PWS Section 6 at the same time?

Answer: See Question/Answer # s 18 and 50.

57. Question: Section 1.3.3 STAFFING lists 57 available workstations for contractor personnel. Is the TAC only staffed by the contractor or will there be contract TACs and GS TACs working in the same location?

Answer: The CAMO office is staffed by both Government personnel and Contractor personnel; however, the two (2) areas covered by this requirement are contract only.

58. Question: Section 6 PERFORMANCE OUTCOMES. Can you provide an estimated average time for the following processes for the TAC to complete:

Clear and Legible Result

Answer: See Question/Answer # 21.

Patient Cancellation

Answer: It takes approximately 2 minutes to process each cancellation request.

Consults Worked

Answer: Varies per the agents skill set and the specialty clinic that they are working the consult for. On average, it takes about 3-5 minutes across the spectrum of bookable clinics.

59. Question: Section 6.1.8 CONSULTS WORKED. Please define what is considered as “push/distribute” consults?

Answer: Push/distribute is reviewing the consult and sending it to the correct clinic for review and acceptance in order for the agent to be able to book the appointment for the patient. It is part of the market business rules for consult review, acceptance, and booking.

SECTION SF 1449 - CONTINUATION SHEET

SUPPLIES OR SERVICES AND PRICES

Global Changes

CLIN 0001 -- CLIN 4002

The cost constraint NSP has been deleted.

CLIN 0001

The CLIN extended description has changed from:

Non-personal services for Medical Telephone Appointment Clerks and ProjectAdministrator for the Consult and

Appointment Management Office at the SanAntonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio,Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130

To:

Non-personal services for Medical Telephone Appointment Clerks and Project Administrator for the Consult and

Appointment Management Office at the San Antonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio, Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130.

CLIN 0002

Contract Manpower Reporting: See PWS Paragraph 12. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2016.

Contract Manpower Reporting: See PWS Paragraph 10. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2016..

CLIN 1001

Non-personal services for Medical Telephone Appointment Clerks and ProjectAdministrator for the Consult and

Appointment Management Office at the SanAntonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio,Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130

Non-personal services for Medical Telephone Appointment Clerks and Project Administrator for the Consult and

Appointment Management Office at the San Antonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio, Texas. Period of Performance: 1

October 2016 - 30 September 2017 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130.

CLIN 1002

Contract Manpower Reporting: See PWS Paragraph 12. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2017.

Contract Manpower Reporting: See PWS Paragraph 10. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2017..

CLIN 2001

Non-personal services for Medical Telephone Appointment Clerks and ProjectAdministrator for the Consult and

Appointment Management Office at the SanAntonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio,Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130

Non-personal services for Medical Telephone Appointment Clerks and Project Administrator for the Consult and

Appointment Management Office at the San Antonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio, Texas. Period of Performance: 1

October 2017 - 30 September 2018 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130.

CLIN 2002

Contract Manpower Reporting: See PWS Paragraph 12. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2018.

Contract Manpower Reporting: See PWS Paragraph 10. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2018..

CLIN 3001

Non-personal services for Medical Telephone Appointment Clerks and ProjectAdministrator for the Consult and

Appointment Management Office at the SanAntonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio,Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130

Non-personal services for Medical Telephone Appointment Clerks and Project Administrator for the Consult and

Appointment Management Office at the San Antonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio, Texas. Period of Performance: 1

October 2018 - 30 September 2019 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130.

CLIN 3002

Contract Manpower Reporting: See PWS Paragraph 12. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2019.

Contract Manpower Reporting: See PWS Paragraph 10. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2019..

CLIN 4001

Non-personal services for Medical Telephone Appointment Clerks and ProjectAdministrator for the Consult and

Appointment Management Office at the SanAntonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio,Texas. Period of Performance: 1

April 2016 - 30 September 2016 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130

Non-personal services for Medical Telephone Appointment Clerks and Project Administrator for the Consult and

Appointment Management Office at the San Antonio Military Health System, 7800 IH-10 W (Lincoln Center), San

Antonio, Texas. Period of Performance: 1

October 2019 - 30 September 2020 Services shall be provided in accordance with the terms and conditions of the contract and the performance work statement. Vendors shall bill monthly and only invoice for actual hours worked. Treasury Account Symbol: 97-0130.

CLIN 4002

Contract Manpower Reporting: See PWS Paragraph 12. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2020.

Contract Manpower Reporting: See PWS Paragraph 10. Upon award, proof of data input and acceptance into the

Contractor Manpower Reporting Application (https://cmra.army.mil) shall be provided to the Contracting Officer's

Representative and Contract Administrator initially and annually by 31 October 2020..

The following have been modified:

PWS

PERFORMANCE WORK STATEMENT

MEDICAL TELEPHONE APPOINTMENT CLERKS (TAC) AND PROJECT ADMINISTRATOR (PA) FOR

CONSULT AND APPOINTMENT MANAGEMENT OFFICE (CAMO)

SAN ANTONIO MILITARY HEALTH SYSTEM (SAMHS)

1. GENERAL

1.1. As a non-personal services contract, as defined in Federal Acquisition Regulation (FAR) 37.101, it is expressly agreed and understood that the services rendered by a contract service provider are rendered in their capacity as an independent contractor or employee of any independent company that may be a party to this contract. The

Government may evaluate the quality of professional and administrative services provided, but retains no control over the professional aspects of the services rendered. The Contractor shall be solely liable for and expressly agree to indemnify the Government with respect to any liability producing acts or omissions by its employees or agents.

This contract does not create an employer-employee relationship between the Government and any corporation, partnership, business association or other party or legal entity with which the individual contract service provider may be associated. Contract personnel rending the services are not subject, either by the contract terms or by the manner of its administration, to the supervision and control usually prevailing in relationship between the

Government and its employees.

1.2. DESCRIPTION OF WORK

1.2.1. The contractor shall provide non-personal services for Telephone Appointment Clerks (TACs) and a Project

Administrator (PA), referred to as Contractor Personnel, for the Consult and Appointment Management Office

(CAMO) in support of the San Antonio Military Health System. The Contractor Personnel shall work within the

Government provided facility and use Government provided equipment (with the exception of the phone numbers used in Contractor’s private offices) for the operation and to perform services and support compatible with the medical facility’s operating capacity and equipment. The TACs support all military treatment facilities in the San

Antonio area, including San Antonio Military Medical Center (SAMMC), Wilford Hall Ambulatory Surgical Center

(WHASC) and subordinate satellite clinics located at Randolph AFB and throughout the city of San Antonio. Duty location for the Telephone Appointment Clerks: 7800 IH-10 W, Suite 700, Lincoln Center, San Antonio, Texas, 78230-4768.

1.3. ADMINISTRATIVE

1.3.1. CONTRACTOR REPRESENTATIVE. The contractor shall identify the name and telephone number of the contractor’s point of contact to the Contracting Officer (KO) in writing prior to beginning performance. The contractor shall identify in the designation letter any limitations on its representative's authority to act on behalf of the contractor. The contractor shall provide an updated designation letter whenever any changes occur. The contractor representative may be required to meet with the government during the performance of this contract at the request of the KO.

1.3.2. HOURS AND LOCATION OF PERFORMANCE. The appointment line hours shall range from 6:30 A.M.

to 4:30 P.M. (the CAMO itself is open from 6:00 AM to 5:00 P.M), Monday through Friday, exclusive of federal holidays. The contractor will staff employees to meet the mission during the hours the call center is open. The

CAMO is located in the Lincoln Center which is located at 7800 IH-10West, Suite 700, San Antonio, Texas 78230-

4768. Contractor personnel performing under this contract shall abide by the provisions of MDWI 41-101 Medical

Expense and Performance Reporting System (MEPRS) (Paragraph 2.1.3.). The contractor shall provide documentation or records of units worked through Wide Area Work Flow’s (WAWF) iRAPT system.

1.3.3. STAFFING. Contractor shall provide adequate personnel to cover required hours of operation to ensure continuity of performance, and to meet all requirements in the PWS. The total quantity of contract personnel is limited based upon physical space available (57 workstations are available for contractor personnel) on the floor of the call center and the call center's hours of operation. Full time and part time employees are authorized. The contractor shall notify the government in advance of any potential gaps in staffing that effect its ability to meet performance objectives.

1.3.4. CRISIS/MISSION ESSENTIAL. Services under this contract have been determined not to be essential for performance during a crisis or national emergency, therefore performance of services during crisis declared by the

JBSA Commander are not necessary. However, all contract TACs and the Project Administrator are considered

“Mission Essential” and must report to work during period of inclement weather or other contingency (less than crisis) unless directed otherwise by competent government authority.

1.3.5. COMPLIANCE. Contractor personnel shall comply with all applicable DoD, Army and Air Force

Regulations.

1.3.6. MTF ORIENTATION. The Contractor Personnel shall attend orientation at the San Antonio Military Medical

Center or Wilford Hall Ambulatory Surgical Center as required. The orientation will familiarize the Contractor

Personnel with the policies and procedures of the medical facilities and will be scheduled in concert with the CAMO

Training Manager, Contract Project Administrator and by the Contracting Officer Representative (COR) within two months of employment. Orientation attendance will be required of the Contractor Personnel during government paid duty hours.

1.3.7. TRAINING. TACs will attend all training activities per the CAMO Director or CAMO Training Manager.

Training may include but is not limited to topics designed to increase skills, enhance work flow or communication, updates on standard operating procedures, adjusting to changing mission requirements, addressing facility or installation issues or increasing the overall effectiveness and efficiency of operations. Contractor personnel will provide contract employees who are qualified to teach Phase I (didactic/classroom), Phase II (over-the-shoulder/on the floor), and Phase III (specialty consult) training to all contract personnel at a level of excellence commensurate with training provided to civil service personnel.

1.3.7.1. Training includes: Phase I (on-boarding, in-processing, didactic, classroom), Phase II (over-the-shoulder/on the floor), Phase III (specialty consult), monthly in-service, AMEDD Personnel, Education and Quality Management

System (APEQS), and other refresher training. The government will share existing training programs/curriculum to ensure telephone appointment clerks training for both GS and contract is equivalent.

1.3.8. CONFIDENTIALITY. Contractor personnel shall abide by Federal and local MTF regulations concerning the confidentiality of patient records, as described by Federal statutes including the Privacy Act of 1974 and the Health

Insurance Portability & Accountability Act of 1996. All medical records and reports will remain the property of the government. All financial, statistical, personnel, and/or technical data which is furnished, produced or otherwise available to the contractor during the performance of this contract are considered confidential business information and shall not be used for purposes other than performance of work under this contract. The contractor shall not release any of the above information without prior written consent of the CO.

1.3.9. QUALIFICATIONS. Contractor will ensure that prospective TACs are thoroughly screened and trained to meet the following minimum qualifications:

1.3.9.1. The TACs shall be able to read, write, hear and speak English well enough so as to ensure effective communication with customers over the phone.

1.3.9.2. Mandatory knowledge of medical terminology, as evidenced by a 40-hour educational certificate, or equivalent.

1.3.9.3. A qualified typist (computer keyboard) with a minimum of thirty five (35) words per minute is required.

1.3.9.4. An understanding of general medical ethics, telephone etiquette, and excellent communication skills is needed to actively convey information through the exchange of thoughts, messages, or information, by speech or writing, with excellent customer service skills, a professional demeanor, all culminating in an appropriate interaction with clients promoting a world class image of the Military Health System (MHS).

1.3.9.5. Education. The TACs shall possess a basic understanding of and recognize common medical emergencies.

They will possess a basic knowledge of clinic standard operating procedures and various appointment types to analyze and appoint medical referrals and be able to obtain assistance as necessary. Possess knowledge of computerized databases to include office software (i.e. Microsoft Word, Excel, telephones, copiers and fax machines). Possess proper telephone etiquette to include, but not limited to a clear and concise phone voice and mannerisms.

1.3.9.6. Experience. At least six (6) months of experience in medical office scheduling or six (6) months experience in call center environments.

1.3.9.7. Work Environment/Physical Requirements. The work is mainly sedentary and requires long periods of sitting, but may require some walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

1.3.10. ELECTRONIC HEALTH SYSTEMS. Contractor personnel shall utilize with the following unique military health care systems/procedures as part of their daily duties (and their successors, if applicable/appropriate):

1.3.10.1. Armed Forces Health Longitudinal Technology Application (AHLTA)

1.3.10.2. Composite Health Care Systems (CHCS)

1.3.10.3. Defense Enrollment Eligibility Reporting System (DEERS)

1.3.10.4. Access will be granted by local Military Treatment Facility (MTF) to AHLTA, CHCS, DEERS, or other

MHS market connectivity and the contractor shall comply with MHS communications and Government IT security standards and policies. The MTF will provide system accounts for personnel after required training and security procedures have been completed by the contractor. If a new system is implemented as a successor, or in addition to the above systems, the TACs will be trained on its use by the government.

1.3.11. PROJECT ADMINISTRATOR. The Contractor shall designate, in writing, a Project Administrator (PA) who will be required to be present at the worksite and responsible for the performance of work. In addition to the

PA, the Contractor will be responsible to provide an alternate PA to act in primary’s absence. The PA shall have full authority to act for the contractor on all contract matters and Contractor employee issues relating to the daily operations and performance of work. The PA shall be available across the entire spectrum of operations, from opening until closing, Monday through Friday, except Federal Holidays or when the government facility or designated place of work is closed.

1.3.11.1. Customer Service and Quality Assurance (CS/QA).

1.3.11.1.1 The Project Administrator will maintain as a core duty and responsibility the role of CS/QA and will be the central subject matter expert in ensuring proficiency of all employees. Specifically, the role will include:

1.3.11.1.1.1 Maintain a working knowledge of updates to government Standard Operating Procedures in order to be knowledgeable of changes to appointment and consult booking protocols.

1.3.11.1.1.2. Maintain an ability to effectively communicate and positively influence the performance of team members in working with customers to consistently meet or exceed customer expectations.

1.3.11.1.1.3. Maintain a goal focus willingness to provide feedback, coaching and development to employees to ensure alignment with performance measures.

1.3.11.1.1.4. Maintain a methodology to effectively utilize randomized call monitoring to improve individual and team performance.

1.3.11.1.1.5. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

1.3.11.1.1.6. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

1.3.11.1.1.7. Provides statistical and performance feedback and coaching on a monthly basis to each team member.

1.3.11.1.1.8. Ensures employees have appropriate training and other resources to perform their duties.

1.3.12. Schedules.

1.3.12.1. The Contractor shall provide a copy of the monthly schedule for TACs and PA to the CAMO Director and the Contracting Officer Representative (COR) at least two weeks prior to the start of the month.

1.3.12.2. The Contractor shall comply with the published schedule without substantial deviation, unless the

Contracting Officer Representative (COR) is notified in advance.

1.3.12.3. A designated Government representative, upon approval of the COR will complete electronic workload data to match the timecard information submitted by the PM. The Contractor will inform the Government representative of any changes in personnel (new, terminated, or resigned) to ensure all electronic workload data is accurate for each pay period.

1.3.13. Conduct and Appearance

1.3.13.1. The Contractor will ensure employee conduct is appropriate to maintain a good work environment and complete the required tasks for the specific work area. Personnel are expected to complete all assigned tasks according to the established timelines, remain cooperative, and convey a customer service demeanor with a focus on helpfulness and courtesy.

1.3.13.2. Contractor personnel are expected to arrive on time and depart the work center according to the posted schedule. The PA will monitor all Contractor personnel for adherence to start and stop times for lunch, breaks, and start and end of shift.

1.3.13.3. The PA will ensure all Contractor personnel are firmly in compliance with all aspects of the latest edition of the corporate policies and procedures as outlined in the administrative manual.

1.3.13.4. The PA is responsible for all personnel performance and behavior issues. All issues will be handled by the

PA immediately.

1.3.14. Medical.

1.3.14.1. The Contractor shall ensure Contractor personnel meet SAMMC required hospital health screening and maintain current records for employees. The Contractor shall provide renewal certificates detailing health compliance for each employee within five (5) calendar days of the Government request. Contract employees are required to have a successful tuberculin screening prior to the start of their performance, and an annual influenze vaccine.

1.3.14.2. The Contractor is responsible for providing the Government a medical clearance for any contract employees absent with a potentially transmittable disease for 3 or more days. The employee shall present a statement from a physician that states the employee is free from any illness or disease before the employee is allowed to return to work. A copy of the physician’s statement (either on official letterhead or with a physician’s stamp) shall be submitted to the Government representative upon the employee’s return.

1.4. SECURITY.

1.4.1. The Contractor shall be responsible for safeguarding all government property provided for contractor use. The

Contractor shall safeguard information of a confidential or sensitive nature. Neither the Contractor nor any of its contract employees shall disclose or cause to be disseminated any information concerning the operation of the MTF that could result in or increase the likelihood of the possibility of breach of security or interrupt the continuity of operations or which breach the requirements of the Federal Privacy Act of 1974. However, the Contractor may be required to provide testimony or deposition in cases of due process action.

1.4.2. Contract employees shall comply with all installation safety regulations. Such regulations include, but are not limited to, general safety, fire prevention, and waste disposal. Copies of these regulations are on file in the medical activity safety office or may be obtained through the Contracting Officer's Representative (COR).

1.4.3. The COR will be appointed in writing by the Contracting Officer upon award of the contract. The Contracting

Officer will provide a copy of this designation and COR contact information to the Contractor.

1.4.4. The Contractor shall designate, in writing, a primary point of contact for contract coordination and implementation. Changes in the primary point of contact, at any time, shall require the Contractor to notify the

Contracting Officer of the new representative five working days prior to the change. This notification shall be in writing and shall state the name and contact information for the new point of contact.

1.4.5. Security Identification Badges. The contractor and contract telephone appointment clerks shall comply with the local installation and MTF personnel identification and access requirements.

1.4.5.1. Each contract personnel shall wear a visible security badge ID, provided by SAMMC, on the front of his/her outer clothing. The badge will show the full name, title and "Contractor" identification as required on the front. The

COR or designated representative will provide the paperwork to request security ID badges. The Contractor is responsible for absences of contract TACs due to expired identification and access documents and will monitor

Contract employees to ensure badge renewal occurs before expiration occurs.

1.4.5.2. The Contract personnel shall immediately report any lost or stolen badges to the PM and APM, and they in turn will notify the COR or the CAMO Director. Procedures will ensue to replace said badge.

1.4.5.3. The Contract personnel shall turn in the security badge and Common Access Card (CAC) to the PA, who in turn will provide to COR or CAMO Director upon termination of their services under this contract.

1.4.6. REPORTS. The Contractor shall submit initial, monthly, quarterly or annual reports to the COR for use in monitoring performance. Such reports may include, but are not limited to:

- Initial – Thirty (30) days after start date

- Monthly – The first Friday of every month, for the completed prior month

- Quarterly – 1 st Quarter (October 1st), 2 nd Quarter (January 1st), 3 rd Quarter (April 1st), and 4 th Quarter (July 1st)

- Annual – September 5 th

Report Timeline

Health and Immunization requirements Initial (30 days after start), then monthly, if needed

(PWS Paragraph 1.3.14) (i.e., new employees)

Security requirements Initial (30 days after start), then monthly if needed

(i.e., new employees)

Personnel Changes Initial (30 days after start), then monthly if needed

(i.e., new employees)

Invoices submitted in iRAPT (with supporting documentation) monthly

1.5. CONDUCT.

1.5.1. The contract TAC's shall record the time worked according to procedures determined by the Contractor.

1.5.2. The SAMHS Market Manager defines the scope of medical practice for the enhanced multi service market

(eMSM). Contract TACs shall not introduce new procedures or services into the market without prior approval of the enhanced multi-service market (eMSM) Chief Operations Officer. In disagreements or deviations from established or new protocols, the SAMHS Market Manager will be the deciding authority.

1.5.3. Contract TAC's shall comply with SAMHS policies regarding personal appearance and conduct. Additional policies are available in the Contractors manual of policies and procedures.

1.5.4. Contract TAC's shall abide by federal and local SAMHS regulations and requirements concerning the nature of limited privileged communication between patients and the TACs as may be necessary for security and personnel reliability programs. They shall also abide by federal and local MTF regulations concerning the confidentiality of patient records, as embodied in federal statutes including the Privacy Act of 1974 and the Health Insurance

Portability & Accountability Act of 1996. All regulations referenced are available for review from the COR, MTF, or the Contracting Officer. All medical records and reports will remain the property of the government.

1.5.5. Contract TAC's shall abide by MTF bylaws, The Joint Commission (TJC), DoD and Medical Department regulations with regard to Utilization…