Global nurse advice line - next generation (gnal-NG)

The Defense Health Agency is soliciting proposals for the Global Nurse Advice Line - Next Generation (GNAL-NG) contract (HT0011-25-R-0044) to provide 24/7 telehealth registered nurse triage services, self-care advice, care coordination, and customer support for eligible Military Health System beneficiaries. The contractor must deliver comprehensive services including eligibility verification through DEERS and MHS GENESIS systems, AI-driven triage capabilities, provider locator support, Military Medical Treatment Facility appointing services, Active-Duty Service Member urgent care referral submissions, and robust business intelligence reporting across multiple communication channels including phone, mobile applications, web portals, and video conferencing. Key contract requirements include maintaining URAC Health Clinical Contact Center Accreditation, achieving a 95% first-contact resolution rate, maintaining 99.8% system uptime, ensuring less than 5% call abandonment rates, and answering 90% of calls within 30 seconds. The government will evaluate proposals using a best value continuum approach, with technical approach being the most important factor, followed by past performance, management plan, key personnel qualifications, small business commitment, and price. Written proposals are due by October 31, 2025, at 4:00 PM EST, with oral presentations via Microsoft Teams scheduled for November 5-7, 2025.

This solicitation is set aside for small businesses with a size standard of $19,500,000 under NAICS code 541990, with the incumbent contractor being Optum Health Care Solutions, LLC. The total estimated contract value is approximately $19.5 million, covering a base period of 12 months (consisting of 4 months transition-in and 8 months of initial services) followed by four 12-month option periods, potentially extending to a total of 5.5 years with a possible 6-month extension. The contract requires comprehensive staffing including senior program managers, telehealth registered nurse managers, quality assurance managers, security and IT specialists, board-certified physicians, and AI/data security specialists. Performance will be evaluated against detailed metrics including customer satisfaction targets of 90% or higher, complaint rates below 2%, and comprehensive monthly and quarterly reporting requirements. The place of performance is Falls Church, Virginia 22042.