Attachment J-5 ARNG Sample Task Order PWS.pdf

Ver. May 2018

PERFORMANCE WORK STATEMENT (PWS)

FOR

Centralized Credentialing and Privileging Program Management Services For the Army National Guard (ARNG)

1.0 General:

1.1 Scope: The contractor will provide all personnel, equipment, tools, materials, supervision, and quality control necessary, except as specified in Paragraph 3.0 as Government Furnished, to perform Centralized Credentialing and Privileging Services to the Army National Guard (ARNG) Office of the Chief Surgeon (CSG), as defined in this PWS. The contractor will provide comprehensive centralized credentialing and privileging program management and implementation. The contractor will provide operational program support for credentialing and privileging of privileged and non-privileged Health Care Providers (HCP’s), to include; new accessions into the ARNG, maintenance of current credentialed and privileged HCP’s, mobilizations and training requirements for HCP’s, program training for users, coordinators, and privileging authorities, technical system support within the system of record Joint Centralized Credentials Quality Assurance System (JCCQAS), and conducting the Credentials and Privileging Certification Board. In total, the ARNG credential and privilege approximately 5000 Military and Non-Military HCP’s, for example; Physicians, Physician Assistants, Nurse Practitioners, Nurses, Dentists, Directors of Psychological Health, Optometrists, and Pharmacists. In the context of healthcare, “credentialing” describes a process of assessing and reviewing the qualifications of the health care practitioner. The credentialing process includes review of the licensure, training and education of skilled health care providers. Additionally, it assures their clinical competency and that they maintain regulatory compliance in their scope of practice. Privileging is the process that health care organizations employ to authorize practitioners to provide specific health care services. All medical personnel within the ARNG hold an Area of Concentration (AOC) that correspond to their clinical specialties. The credentialing and privileging process within the Army is dictated by Army Regulation (AR) 40-68, Department of Defense Instruction (DoDI) 6025.13, and Office of the Surgeon General (OTSG) Medical Command (MEDCOM) Credentialing & Privileging Standardization policy 17-041, and the Credentials Certification and Privileging Preparation (C2P2) Board Charter.

1.2 Background: The Military Health Systems (MHS) Human Capital Strategic Plan for 2008-2013 established the goal to define and deploy a standardized credentialing and privileging system across the military services. These strategic plans also established goals for ensuring that information is accessible to military health system leaders at all levels to promote informed decision-making. The requirement was further expanded in June 2010 to incorporate centralization of the credentialing and privileging system. The National Guard Bureau (NGB) seeks to consolidate the Air/Army credentialing and privileging process, into a comprehensive centralized credentialing and privileging program to improve the overall program for approximately 5000 privileged and non-privileged HCP’s collectively. The management of credentialing and privileging as a centralized program will ensure NGB remains compliant with AFI 44-119, AR 40-68, OTSG MEDCOM Policy 17-041, and DoDI 6025.13. This consolidated effort will provide a medically-ready and protective force through continuous monitoring of health statuses, identifying medical threats, and finding the means to provide protection and improved health for individuals.

1.3 Period of Performance (PoP): The Period of Performance for the IDIQ will be 1 Base Year of 12 months and (4) 12-month option years. Each subsequent Task Order will be a period of one year (12 months).

1.4 General Information: (Reserved / Provided in ID/IQ PWS)

2.0 Definitions and Acronyms: (Reserved / Provided in ID/IQ PWS)

3.0 Government Furnished Property, Material, Equipment and Services (GFP/M/E/S): (Reserved / Provided in ID/IQ PWS)

4.0 Contractor Furnished Property, Materials, and Equipment (CFP/M/E):

(Reserved / Provided in ID/IQ PWS)

5.0 Requirements:

5.1. The contractor shall develop a trackable, real-time dashboard that has the capability of searching and reporting of provider file information such as;

provider file board action statuses, credentialing & privileging statuses, or inter-facility credentials transfer briefs (ICTBs) statuses to include search, filter, and reporting capability. The contractor shall provide dashboard and JCCQAS technical support to all ARNG Military and non-military HCPs and program end-users.

5.1.1. The contractor shall provide dashboard helpdesk support to ARNG Health Care Providers (HCP’s), program coordinators (Headquarters, Commands, State, & Units), ARNG program users, C2P2 board Members, and privileging authorities. The contractor shall respond and action all dashboard and helpdesk requests, for technical, access, or process support, within 8 business hours upon requests.

5.1.2. The contractor shall develop and utilize a Commercial-Off-The-Shelf (COTS) product for the dashboard. The dashboard is required to support the specific platforms per ARNG organizational requirements.

5.1.3. The contractor shall track and provide real-time, weekly, and monthly credentialing dashboard and JCCQAS program metrics per the ARNG requirements, including details broken down by HQ, Command, State, and Unit levels. (see 5.1.5 for further details of desired metrics)

5.1.4. The contractor shall provide JCCQAS technical helpdesk support to include JCCQAS system usage, access support, trouble shooting, and will ensure support is available for all ARNG CSG JCCQAS users and during the established business hours outlined in 1.4.4. The contractor shall respond and action all requests for technical support within 8 business hours upon requests.

5.1.5. The contractor shall provide reporting of designated information required by ARNG CSG. It is the government’s intent to identify the required reports and work with the contractor to achieve desired formats and naming conventions within the first 30 days of contract award. All reporting would be submitted to the CSG Program Manager NLT that the 5th of each month or defined by each report below. See the following list of the desired reports;

a) The contractor shall provide, at a minimum and NLT the 5th day of each month, a report outlining any outstanding JCCQAS credentialing and privileging actions to include; C2P2 Board Member Reviewer pending actions, privileging authority pending actions, and pending provider acknowledgement actions, and pending ICTB actions.

b) The contractor shall provide, at a minimum and NLT the 5th of each month, a provider status report roster by; name, rank, State, AOC, recent board date, credentialing and privileging expiration date, current credentialing and privileging status, itemization of each file deficiencies, and any pending ICTB actions (status and deficiencies) for all healthcare providers in the ARNG. Report shall include a bilateral tracking of running actions, emails, or calls to the State or providers

c) The contractor shall provide, at a minimum and NLT the 5th day of each month, a monthly State telephonic meeting outcomes reports to include; number scheduled meetings by State, date and time scheduled by State, number of actual conducted meeting by State, number of rescheduled requests and by whom, participant roster, identified non-participators by State.

d) The contractor shall provide, no less than twice a week, an inter-facility credentials transfer briefs (ICTBs) roll up of all ICTB requests to include; date received, start/end dates of mission, provider name, rank, AOC, State, the current provider credentialing status, list of all deficiencies, gaining facility or training site, and estimated time of when it ICTB will be initiated. This report will be used as a tracking tool to manage all ICTB requests. See 5.5 for further details.

e) The contractor shall provide a monthly request for information (RFI) assessment report, NLT the 5th day of each month, to include; number of RFIs, by requestor- State or CSG, date and time received, actions taken, date and time closed, names of those involved.

f) The contractor shall provide a monthly by name and State report of how many training (online and in person) sessions were conducted, how many users registered, how many actually attended the training, and how many certificates of completion were issued. All monthly reports should be submitted NLT the 5th day of each month.

g) The contactor shall provide a bi-weekly progress report, outlining the contractor’s accomplishments and deliverables that were completed, any new or changing personnel actions, identified process issues and outcomes, policy issues or concerns, and present recommendations for continuous process improvements.

Bi-weekly progress reports should be submitted on the 2nd and 4th Thursdays of each month.

h) The contractor shall provide the government, within 15 days of contract award, a company organizational chart, with assigned roles and responsibilities, and assigned States. The organizational chart will include names, phone numbers and emails. The contractor shall provide the government updates to the organizational chart immediately following a contractor reorganization or any contractor personnel changes.

i) The contractor shall have the capability to produce ad hoc reports during the month (approximately 10-15), due to critical mission need for information. The contractor will work with CSG to identify critical mission credentialing information and report said information NLT 8 business hours upon requests.

5.2. The contractor shall maintain all aspects of the HCP’s credentials record for estimated 3000 ARNG military and non-military providers in JCCQAS.

5.2.1. The contractor shall identify and conduct required prime source verifications (PSV’s) within a PCF, ensure accurate completion of all PSV’s, and upload all documentation required by the PSV’s into JCCQAS.

5.2.2. The contractor shall consistently perform comprehensive reviews on PCF’s, identify all missing and expiring documents, and replace/upload all items that are set to expire with the new documents. The contractor shall notify/escalate to ARNG program manager, when there is an incomplete document collection, deficiency, or stale pending e-APP due inaction.

5.2.3. The contractor shall be the primary point of contact for RFIs, questions, and support required by HCP’s and system/program users. The contractor shall answer program questions regarding credentialing regulatory guidance, JCCQAS system usage, credentialing business processes, and provider file documentation management.

The contractor shall respond to RFIs and requests within 8 business hours with the full answer. If a partial response is necessary due to additional information or action needed, the original response will include a definitive follow up date/time/action.

5.2.4. The contractor shall receive, process, and conduct primary source verifications for pre-hire packages (Initial accessions provider) per established ARNG regulations and guidelines. Estimated 700 per year.

5.2.5. The contractor shall create, grant access, reset, or transfer JCCQAS account records for privileged and non-privileged, military and non-military providers, supporting the ARNG credentialing program; approximately 3000 per year. All JCCQAS system support requests will be completed within 8 business hours of request and follow up with a notification of completion.

5.3. The contractor shall support the ARNG with administrative support, coordination, and to facilitate physical and virtual credentialing and privileging board activities. Historically the ARNG conduct approximately 20 boards annually; 4 are physical quarterly boards and an estimated 8-16 monthly virtual boards and ad hoc virtual boards. The contractor shall provide credentialing board support to all ARNG Military and non-military HCPs and program end-users. (Historical average is 150-180 HCP files presented per board)

5.3.1. The contractor shall posture, coordinate, and facilitate the identified provider files that have been deemed complete, to meet a credentialing and privileging board for the ARNG. (historical average is 150-180 HCP files per board)

5.3.2. The contractor shall be the primary point of contact to review, coordinate, and initiate the e-application (E-APP) for providers meeting an ARNG credentialing board.

5.3.3. The contractor shall; notify providers of missing or incomplete required documents, collect the documents, perform PSV per the regulations and board charters, update the provider’s record, and upload the documents.

5.3.4. The contractor shall organize all aspects of setting up a virtual or physical board per ARNG regulations, DoD conference policies, board charters, and if applicable Defense Travel System (DTS) policies and guidelines. This will include preparing a Memorandum of Instruction (MOI) for CGS approval and signature, board location/facility coordination, and audio/visual requirements and set up.

5.3.5. The contractor shall produce and supply credentialing board supporting documents and reference materials, capture and document detailed minutes, and provide an electronic copy of finalized board minutes to ARNG COR and/or Program Manager within 2 business days following a board’s conclusion.

5.3.6. The contractor shall track and complete all post board administrative due-outs, to include tracking e-applications through final signature. The contractor shall provide each provider electronic notification of the board’s decision and when the provider’s privileges have been granted.

5.4. The contractor shall provide administrative support, coordinate, and facilitate adverse action activities. Historically, ARNG incurs approximately 50 per year.

The contractor shall provide adverse action support to all ARNG Military and non-military HCPs and program end-users.

5.4.1. The contractor shall develop a management tracking process for HCP adverse action cases. The process will adhere to ARNG regulations, policy, guidance, timelines, and templates.

5.4.2. The contractor shall coordinate and facilitate meetings to support the different steps or phases of the recordation and completion of processing of a HCP adverse action. The contractor shall provide an electronic roll up of all active adverse action on a monthly basis. Adverse actions are estimated at 10-20 per year.

5.4.3. The contractor shall capture and document minutes for all meetings supporting the adverse action process and provide electronic copies to ARNG within 1 business days post meeting.

5.5. The contractor shall receive inter-facility credentials transfer briefs (ICTBs), which is the electronic transferring of a providers credential file (PCF) to the requested gaining facility in support of a mission. The contractor shall record, process, manage, and initiate the ARNG ICTBs. Historically ARNG processes 1000 annually. The contractor shall provide ICTB support to all ARNG Military and non-military HCPs and program end-users.

5.5.1. The contractor shall intake all ICTB requests, document and track ICTB’s, identify and replace deficient items required to complete ICTB, work with requestors to obtain deficiencies and bring the PCF to a complete status. Once the PCF is 100% complete the contractor shall initiate the ICTBs, within JCCQAS, to the identified gaining locations.

5.5.2. The contractor shall communicate with the gaining locations and requestors to ensure they process the ICTB accordingly to the required mission. The contractor shall provide necessary technical or coordination support to the gaining locations, CSG personnel, and the States and territories.

5.5.2. The contractor shall initiate e-APPs for the ICTB’s and provide technical assistance or guidance to the providers in order to accomplish completion of the e-application.

5.5.3. The contractor shall process and complete ICTBs IAW the mandatory 45 days in advance of the provider’s start date. The contractor shall complete ICTBs within 5 business days of receiving the request of a currently privileged provider that doesn’t require any updates to their file. If a provider requires any updates to documents or PSVs, the contractor shall complete the ICTB, within 24 hours of the said providers file becoming complete. The contractor shall document and track the ICTB requests and process timelines to identify where the shortfalls are and to provide recommendations ensuring the mandatory 45 days are being met.

5.6. The contractor shall provide JCCQAS system training (telephonically, virtually, individual self-paced, or in person) to all ARNG JCCQAS program users.

Training topics and material will include but are not limited to; the overview of the credentialing and privileging process, regulatory guidance applicable to the credentialing/ privileging process, JCCQAS system user role training, and the overall ICTB process. All developed JCCQAS training, course materials, user guides, and subject training information are the sole property of the government and will require government review and approval prior to utilization. The contractor shall provide credentialing program training and conference support to all ARNG Military and non-military HCPs and program end-users. (CSG desires a minimum of (4) or quarterly in person training events) (Telephonically, virtually, or individual self-paced will be conducted on an ongoing basis)

5.6.1. The contractor shall schedule, conduct, and track JCCQAS and credentialing training. The contractor shall provide JCCQAS system user role functionality training to the ARNG stakeholders and end‐users, on an as needed basis as requested by the COR. There is a minimum of quarterly in person training events, but "ongoing" virtual training maintenance is based on frequency of State credentialing support personnel changing and level of knowledge with ARNG credentialing. Virtual provider training support is ongoing and enduring. The following is a list of specific tasks associated with performing the training and conference support:

5.6.1.1. The contractor shall create credentialing program curriculum, lesson plans, and training media required to instruct users on all JCCQAS roles. The contractor will make all training materials available to the government for review and approval prior to conducting of the training. The course and materials will be developed for the intended target audience and will be consistent with current regulations and system changes.

Once the training curriculum and materials are approved, there should be only updates based off of process changes or regulatory updates. The government expects a fully approved and operational training program NLT 90 days post award. The first conducted quarterly training event should take place NLT the subsequent following quarter post award (basically within 90 days of base award).

5.6.1.2. The contractor shall provide onsite hands‐on training courses, with student guides and materials, on a regularly scheduled basis. The training schedule will be determined by the government and scheduled one year out at a time. The contractor shall attend the training at various geographic locations. See 5.6.1.7 for examples of locations.

5.6.1.3. The contractor shall conduct training program validation and provide online demonstrations of new functionality, prior to each training release, to the government for review and approval.

5.6.1.4. The contractor shall provide a training website complete with fake logins and fake provider information for use by individual JCCQAS users and by instructor‐led classes. The training environment will include robust dummy data mirroring the production environment.

5.6.1.5. The contractor shall create and maintain online user manuals, online tutorials, and computer‐based training content for each JCCQAS user role.

5.6.1.6. The contractor shall provide administrative training support management for the Government that will include, but is not limited to, scheduling training dates and supplying training materials.

5.6.1.7. The contractor shall conduct the classroom training at ARMY Training Facilities for example; ARNG HQ located in Arlington Virginia, The Professional Education Center (PEC) located in Littlerock Arkansas, Army Medical Department Center and School (AMEDD&CS) located in San Antonio TX. Locations for training events will be determined by ARNG-CSG.

5.6.1.8. The contractor shall support medical conferences with specialized training for novice and power users as requested by the Government COR.

5.6.1.9. The contractor shall conduct virtual training monthly to providers and program managers. Training will focus on relevant JCCQAS functions and processes.

5.6.1.10. The contractor shall perform ongoing telephonic JCCQAS user system support for HCP’s and system users by answering “how to” questions, provide regulatory HCP file requirements and guidance, and resetting user accounts/unlocking users accounts that have been locked out of the system.

5.6.1.11. The contractor shall Create and maintain a master student training roster and provide a copy, no less than monthly, to CSG program manager NLT 5 days post completion of training event (virtual or in person).

5.6.1.12. The contractor shall develop a course critique survey, administer survey at the end of each training session conducted, and provide ARNG a copy of survey’s with an overall metric of strengths and weaknesses of student opinions.

5.6.1.13. The contractor shall develop a JCCQAS training certificate of course completion, manage student population of course completion, and provide all information to the government on a monthly basis.

5.7. The contractor shall provide experienced fully trained contract support staff.

(See below minimum requirements for specific credentialing roles. Given the complexity, sensitivity and size of the combined National Guard medical credentialing and privileging requirement, plus the need to mitigate any risks of violation of HIPAA or PII, the Chief Surgeon has determined that these are the minimum qualifications necessary for this task order.)

5.7.1 Credentialing Specialists:

5.7.1.1. Minimum Education/Experience:

5.7.1.1.1. Two (2+) years of experience in medical credentialing to include overall knowledge of the credentialing and privileging process, what are the required credentials for health care professionals, and the appropriate sources used to complete PSV and databank queries. Additionally, familiar with or ability to utilize all applicable policies, guidelines, regulations for the DoD credentialing process.

5.7.1.1.2. One (1+) year of credentialing experience with the DoD utilizing CCQAS/

JCCQAS.

5.7.2. Senior Credentialing Specialists:

5.7.2.1. Minimum Education/Experience:

5.7.2.1.1. Five (5+) years of experience in medical credentialing to include overall knowledge of the credentialing and privileging process, what are the required credentials for health care professionals, and the appropriate sources used to complete PSV and databank queries. Additionally, familiar with or ability to utilize all applicable policies, guidelines, regulations for the DoD credentialing process.

5.7.2.1.2. Two (2+) years of credentialing experience with the DoD utilizing CCQAS/

JCCQAS.

5.7.3. Lead/Senior Credentialing Specialists:

5.7.3.1. Minimum Education/Experience:

5.7.3.1.1. Seven (7+) years of experience in medical credentialing to include overall knowledge of the credentialing and privileging process, what are the required credentials for health care professionals, and the appropriate sources used to complete PSV and databank queries. Additionally, familiar with or ability to utilize all applicable policies, guidelines, regulations for the DoD credentialing process.

5.7.3.1.2. Five (5) years of credentialing experience with the DoD utilizing CCQAS.

5.7.4. Credentialing Training Coordinator:

5.7.4.1. Minimum Education/Experience:

5.7.4.1.1. Five (5+) years of experience in medical credentialing to include overall knowledge of the credentialing and privileging process, what are the required credentials for health care professionals, and the appropriate sources used to complete PSV and databank queries. Additionally, familiar with or ability to utilize all applicable policies, guidelines, regulations for the DoD credentialing process.

5.7.4.1.2. Three (3+) years of credentialing experience with the DoD utilizing CCQAS.

5.7.4.1.3. Two (2+) years of training experience to include; classroom, webinars, and self-paced online. Experience shall include instruction, support, and tracking/follow-up.

5.7.5. Senior Credentialing Training Lead:

5.7.5.1. Minimum Education/Experience:

5.7.5.1.1. Seven (7+) years of experience in medical credentialing to include overall knowledge of the credentialing and privileging process, what are the required credentials for health care professionals, and the appropriate sources used to complete PSV and databank queries. Additionally, familiar with or ability to utilize all applicable policies, guidelines, regulations for the DoD credentialing process.

5.7.5.1.2. Five (5+) years of credentialing experience with the DoD utilizing CCQAS.

5.7.5.1.3. Three (3+) years of training experience to include; classroom, webinars, and self-paced online. Experience shall include instruction, support, and tracking/follow-up.

Additionally, experience shall include training program and document support material development, development of course curriculums, training course validation, successful implementation of training programs, training program management, training data analysis and metric reporting, post-training survey development and reporting.

5.8. The contractor shall provide fulltime onsite program lead support and availability located at the ARNG headquarters (HQ). (See 1.4.4 Place and Performance of Services)

5.8. The contractor shall utilize the government proprietary Provider Management Tracker (PMT) system to manage provider files and to provide credentialing updates.

PMT is a module housed within the government owned MEDCHART system. The Government will ensure access and training is made available to the contractor. The contractor shall be responsible for inputs and data integrity to PMT. PMT does not replace the system of record JCCQAS, which is only a document repository and not a file management system. PMT provides a unified near real-time status, file management, communication, and collaboration tool that is use by the 54 States and Territories and ARNG-CSG.

5.8.1 The contractor shall update each provider file to ensure the credentialing file in JCCQAS matches the file information in PMT and data integrity should never be more than 24 hours out of date. (average of 350-500 file updates per month)

5.8.1.1 The contractor shall use PMT to complete the provider’s checklists for board action. The contractor shall communicate with the 54 States and Territories through PMT, which will capture all historical inputs, correspondence, and file status. The management process and requirements will remain the same with the exception of utilizing PMT in conjunction with the regulatory process. (see task 5.2 & 5.3)

5.8.1.2 The contractor shall use PMT to complete the provider’s checklists for all ICTB actions. The contractor shall communicate with the 54 States and Territories through PMT, which will capture all historical inputs, correspondence, and file status. All ICTB requirements will remain the same with the exception of management of ICTBs will be done through PMT. (see task 5.5) (This task is not yet active in PMT, but will be in the near future. While in development, the contractor shall process and manage ICTB actions outside of PMT. Refer to task 5.5)

5.9 Contractor Manpower Reporting Application (CMRA):

5.9.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the National Guard Bureau both Army National Guard and Air National Guard via a secure data collection site.

5.9.2 The contractor shall completely fill in all required data fields using the following web address: http://www.ecmra.mil/. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data will be reported no later than October 31 of each calendar year, beginning with 2019. Contractors may direct questions to the help desk at http://www.ecmra.mil.

6.0 Applicable Publications:

6.1 Publications, Regulations, and Instructions applicable to this PWS are listed below:

Army Regulation 40-68, Clinical Quality Management

ARNG Credentials Certification & Privileging Preparation (C2P2) Charter standards and rules http://www.ecmra.mil/ http://www.ecmra.mil/

OTSG/MEDCOM Policy Memo 17-041, dated 7 July, 2017

MEDCOM Regulation 40-21, Regional Health Commands

Army Regulation 40-400, Patient Administration

DoDI 6025.13, Medical Quality Assurance (MQA) and Clinical Quality Management in the Military Health System (MHS)

DODI 6025.16, Portability of State Licensure for Healthcare Professionals

Army Regulation 25-50, Preparing and Managing Correspondences

PII DFARS 224.103, Protection of Personally Identifiable Information Procedures

DoD 5400.11, DoD Privacy Program, also known and referred to as “The Privacy Act”, and DoD 5400.11-R, Reference to provide guidance on The Privacy Act.

DHA PM 60.25, Department of Health Agency, Procedures Manual

*All updated and newly published policy and guidance shall be referenced and adhered to by the contractor.

Attachment 1

Performance Requirements Summary (PRS)

This PRS includes performance objectives the Government will use to determine contractor performance and will compare contractor performance to the Acceptable Quality Level (AQL).

PWS

Paragraph

Task Performance Standard

Acceptable Quality Levels

(AQL)

Method of Surveillance Method / By Whom

5.1.1 & 5.1.4 5.1.1. The contractor shall provide dashboard helpdesk support to ARNG Health Care Providers (HCP’s), program coordinators (Headquarters, Commands, State, & Units), ARNG program users, C2P2 board Members, and privileging authorities. The contractor shall respond and action all dashboard and helpdesk requests, for technical, access, or process support, within 8 business hours upon requests. (see

5.1.4 for additional information)

5.1.4. The contractor shall provide

JCCQAS technical helpdesk support to include JCCQAS system usage, access support, trouble shooting, and will ensure support is available for all ARNG CSG JCCQAS users and during the established business hours outlined in 1.4.4. The contractor shall respond and action all requests for technical support within 8 business hours upon requests.

(this task is in conjunction with 5.1.1)

a) Dashboard helpdesk support will be provided IAW the AR 40-

68, DoDI 6025.13, ARNG

Credentials Certification &

Privileging Preparation (C2P2)

Charter standards and rules, and written IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

No less than (712) helpdesk support actions, of an estimated average of (750) per month, will be processed within 8 business hours of request, completed, and on time, IAW established regulations and guidance.

Periodic inspection and random sampling conducted monthly and reviewed by the COR, PM, or CSG Personnel

5.1.3 & 5.1.5 5.1.3. The contractor shall track and provide real-time, weekly, and monthly credentialing dashboard and JCCQAS program metrics per the ARNG requirements, including details broken down by HQ, Command, State, and Unit levels. (see 5.1 for further details of desired metrics)

5.1.5. The contractor shall provide

reporting of designated information required by ARNG CSG. It is the government’s intent to identify the required reports and work with the contractor to achieve desired formats and naming conventions within the first 30 days of contract award. All reporting would be submitted to the CSG Program Manager NLT that the 5th of each month or defined by each report below. See section 5.0, task

5.1.5 for break out of detailed reporting and metrics.

a) Provide ad hoc, weekly, and monthly metric reporting on credentialing and privileging provider information. IAW AR

40-68, Department of Defense

Manual (DoDI) 6025.13, C2P2

Charter standards and rules, and written IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

a) No less than estimated (5) ad hoc information reports, (2) weekly established metric ICTB & SITREP reports (5-7) Monthly reports, of an estimated average of (15) per month.

b) Submit Monthly Status reports, NLT COB on the 5th day of each month. No more than 2 reports can be late beyond the 7th of each month, per year is acceptable.

c) Ad hoc report requests will be processed within 8 business hours of request for ad hoc reports, completed, and on time, IAW established regulations and guidance. No more than

(1) late monthly report is acceptable.

Periodic inspection and random sampling conducted monthly and reviewed by the COR, PM, or CSG Personnel

5.2 5.2. The contractor shall maintain all aspects of the HCP’s credentials record for estimated 3000 ARNG military and non-military providers in

JCCQAS.

5.2.1. The contractor shall identify

and conduct required prime source verifications (PSV’s) within a PCF, ensure accurate completion of all PSV’s, and upload all documentation required by the PSV’s into JCCQAS.

5.2.2. The contractor shall

consistently perform comprehensive reviews on PCF’s, identify all missing and expiring documents, and replace/upload all items that are set to expire with the new documents.

The contractor shall notify/escalate to ARNG program manager, when there is an incomplete document collection, deficiency, or stale pending e-APP due inaction.

a) Perform ongoing comprehensive PCF reviews, identify missing or expiring documents and replace as needed IAW AR 40-68, Department of Defense Manual

(DoDI) 6025.13, C2P2 Charter standards and rules, and written

IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

No less than (475) comprehensive PCF reviews to be conducted and corrected as needed, of an estimated average of

(500) per month is acceptable. Contractor coordinator will work closely with the State Coordinator to ensure transparency and file management success. All communications and RFI’s between both coordinators will be answered within 8 business hours of request, completed, and on time, IAW established regulations and guidance.

No more than 5 unanswered RFI’s per month is acceptable.

Periodic inspection and random sampling conducted monthly and reviewed by the COR, PM, or CSG Personnel

5.2.3 5.2.3. The contractor shall be the primary point of contact for RFIs, questions, and support required by HCP’s and system/program users.

The contractor shall answer program questions regarding credentialing regulatory guidance, JCCQAS system usage, credentialing business processes, and provider file documentation management. The contractor shall respond to RFIs and requests within 8 business hours with the full answer. If a partial response is necessary due to additional information or action needed, the original response will include a definitive follow up date/time/action.

Estimated 3000-5000 RFI’s per year.

a) Field RFI’s from States and

CSG on credentialing & privileging, IAW AR 40-68, Department of Defense Manual

(DoDI) 6025.13, C2P2 Charter standards and rules, and written

IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

a) Answer no less than (415), of an average (425) RFI’s per month, within 8 business hours of initial communication

b) Schedule and conduct no less than (50) monthly telephonic conferences.

c) 100% of all calls or emails to be answered professionally. Contractor must maintain open communications between the State, providers, CSG, and gaining MTF at all times. No more than (2) valid State customer service complaints per month is acceptable.

Periodic inspection and random sampling conducted monthly and reviewed by the COR, PM, or CSG Personnel

5.2.5 5.2.5. The contractor shall create, grant access, reset, or transfer JCCQAS account records for privileged and non-privileged, military and non-military providers, supporting the ARNG credentialing program;

approximately 3000 per year. All JCCQAS system support requests will be completed within 8 business hours of request and follow up with a notification of completion.

a) Dashboard helpdesk support will be provided IAW the AR 40-

68, DoDI 6025.13, ARNG

Credentials Certification &

Privileging Preparation (C2P2)

Charter standards and rules, and written IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

No less than (235) JCCQAS support actions, of an estimated average of

(250) per month, will be processed within 8 business hours of request, completed, and on time, IAW established regulations and guidance.

Periodic inspection and random sampling conducted monthly and

5.3 The contractor shall support the

ARNG with administrative support, coordination, and to facilitate physical and virtual credentialing and privileging board activities.

Historically the ARNG conduct approximately 16 boards annually; 4 are physical quarterly boards and an estimated 8-16 monthly virtual boards and ad hoc virtual boards. The contractor shall provide credentialing board support to all ARNG Military and non-military HCPs and program end-users. (Quarterly C2P2 boards historically held in Arlington Virginia) (historical average is 150-180 HCP files per board)

a) Facilitate and complete estimated 20 credentialing boards annually, IAW AR 40-68, Department of Defense Manual

(DoDI) 6025.13, C2P2 Charter standards and rules, and written

IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

a) Facilitate and complete no less than (4) quarterly C2P2 boards per year

b) Facilitate and successfully complete no less than 8 and up to 16 virtual or ad hoc credentialing boards annually.

c) Posture & present no less than 150-180 HCP files per board.

d) Track and complete all post board HCP file actions within 2 business days of State Surgeon approval of provider’s State privileges.

e) Provide each State and provider electronic notification of the board’s decision AND upload the ARNG MFR into JCCQAS within 2 business days of approved State privileges.

Periodic inspection and random sampling conducted monthly and reviewed by the COR, PM, or CSG Personnel

5.4 The contractor shall provide

administrative support, coordinate, and facilitate adverse action activities.

Historically, ARNG incurs approximately 50 per year. The contractor shall provide adverse action support to all ARNG Military and non-military HCPs and program end-users.

a) Identify, track, and process estimated 50 adverse action cases of ARNG providers, IAW

AR 40-68, Department of

Defense Manual (DoDI)

6025.13, C2P2 Charter standards and rules, and written

IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

a) Identify and document all adverse action cases on ARNG providers.

b) Track the progress and be prepared to report on the different phases and actions throughout the process.

c) Provide a monthly roll up of all active cases.

d) Capture and document minutes for all adverse action meetings and provide electronic copy to ARNG within 1 business day post meeting.

Periodic inspection and random sampling conducted monthly and

5.5 The contractor shall receive, review, posture, and track all ARNG privileged HCP’s requesting an Inter-facility Credential Transfer Brief

(ICTB) that are submitted. It is ARNG

CSG’s business practice to have the

States submit ICTBs NLT60 days in advance of the ICTB start date.

ARNG reserves the right to request exceptions to policy, if an ICTB request is submitted that does not meet the aforementioned criteria.

Historically there is an average of

1000 ICTB requests per year

The contractor will process the ICTB requests and initiate the ICTBs (defined as transferring of HCP privileges) to the identified gaining location and meet the mandatory 45 days in advance of the ICTB start date. The contractor shall conduct PCF reviews, collect deficient documents, and ensure complete HCP privileges are transferred within the system of record JCCQAS, to the gaining location.

a) Complete and initiate ICTB’s

IAW AR 40-68, Department of

Defense Manual (DoDM)

6025.13, ARNG C2P2 Charter standards and rules, and written

IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

c) 100% document review

a) Complete and initiate no less than 78 ICTB’s of the estimated 80 received ICTB requests per month. No more than 2 failed or missed ICTB initiations per month is acceptable.

b) No more than 2 late ICTB’s completed per month, due to the contractor error, is acceptable.

c) Perform 100% complete comprehensive HCP file reviews. No more than 2 missing or incomplete documents per month is acceptable.

d) 100% of all calls or emails to be answered professionally.

Contractor must maintain open communications between the State, providers, CSG, and gaining MTF at all times.

No more than (2) valid State customer service complaints per month is acceptable.

conducted monthly and

5.6 The contractor shall provide JCCQAS

system training (telephonically, virtually, or in person) to all ARNG

JCCQAS program users. Training topics and material will include but are not limited to; the overview of the credentialing and privileging process, regulatory guidance applicable to the credentialing/ privileging process, JCCQAS system user role training, and the overall ICTB process. All developed JCCQAS training, course materials, user guides, and subject training information are the sole property of the government and will require government review and approval prior to utilization. The contractor shall training and conference support to all ARNG

Military and non-military HCPs and program end-users.

(CSG desires a minimum of (4) or quarterly in person training events)

(Telephonically, virtually, or individual self-paced will be conducted on an ongoing basis)

a) Create training course curriculum, conduct quarterly in person training events, and conduct ongoing virtual program training IAW AR 40-68, Department of Defense Manual

(DoDM) 6025.13, ARNG C2P2

Charter standards and rules, and written IAW AR 25-50

b) IAW PII DFARS 224.103, DoDD 5400.1, and DoD

5400.11-R

c) All developed JCCQAS credentialing program training curriculum, course materials, user guides, and subject training information requires government review and approval.

a) Conduct a minimum of (4) in person classroom training events annually.

b) Conduct, at a minimum, a monthly virtual web based training class.

C) make available, at all times, self-paced training to program users and ensure it is specific to their roles.

D) Provide ad hoc system and program training telephonically.

e) Create and maintain a master student training roster. Provide a copy, no less than monthly, to CSG program manager.

f) Administer and collect the student course critique survey, NLT 1 business day post training. Collect and consolidate responses and provide an AAR to CSG NLT 3 business days post training event (classroom and virtual web based training only)

g) Prepare and provide a course completion certificate to each graduate NLT 3 business days post training event (classroom and virtual web based training only) conducted monthly and

Attachment 2

Deliverables Schedule

PWS Reference / Deliverable Title

Frequency Number of Copies

Medium/Format Submit To

1.4.5.9 WATCH

Training

Complete within 30 calendar days of contract award and within 30 calendar days of new employees commencing performance. The contractor shall report completion for each contractor employee and subcontractor employee to the COR within 15 calendar days after completion of training.

1 Electronic Submission

COR

1.4.5.8 Information

Assurance

(IA)/Information Technology (IT)

Training

All contractor employees shall complete the DoD IA

Awareness Training before issuance of network access and annually thereafter.

1 Electronic Submission

COR

1.4.5.10 OPSEC

Level I

Training Certificate

Provide within 30 calendar days after contract start date.

1 Electronic Submission

COR

1.4.5.12 Classified

Information

The contractor shall develop an OPSEC Standing Operating

Procedure (SOP)/Plan within 90 calendar days of contract award, to be reviewed and approved by the responsible Government OPSEC officer.

1 Electronic Submission

COR and ARNG

TARC OPSEC

Manager

1.4.5.11 OPSEC

Level II Training

Certificate

Contractor shall have an identified certified Level II OPSEC coordinator per

AR 530-1. Level II OPSEC training will be coordinated through ARNG TARC OPSEC Manager.

1 Electronic Submission

COR and ARNG

TARC OPSEC

Manager