SOURCES SOUGHT
R -- DIRECT AND REMOTE MONITORING OF CALLS FOR MEDICARE FEE-FOR-SERVICE PROVIDER CONTACT CENTERS - Sources Sought Notice
- Notice Date
- 12/18/2009
- Notice Type
- Sources Sought
- NAICS
- 541618
— Other Management Consulting Services
- Contracting Office
- Department of Health and Human Services, Centers for Medicare & Medicaid Services, Office of Acquisition and Grants Management, 7500 Security Blvd., C2-21-15, Baltimore, Maryland, 21244-1850
- ZIP Code
- 21244-1850
- Solicitation Number
- RFI-CMS-2010-DRMC
- Archive Date
- 1/15/2010
- Point of Contact
- Marquerita E. Johnson, Phone: 4107867226
- E-Mail Address
-
marquerita.johnson@cms.hhs.gov
(marquerita.johnson@cms.hhs.gov)
- Small Business Set-Aside
- Competitive 8(a)
- Description
- Attachment J.1 Statement of Work (Draft) SOURCES SOUGHT NOTICE (SSN) "DIRECT AND REMOTE MONITORING OF CALLS FOR MEDICARE FEE-FOR-SERVICE PROVIDER CONTACT CENTERS" The Centers for Medicare & Medicaid Services (CMS) is seeking to identify 8A-certified companies with demonstrated capabilities for potential award of a contract for monitoring provider telephone inquiries handled by Medicare Provider Contact Centers (PCCs). The intent of this SSN is to support informed decisions and to obtain comments on the draft Statement of Work (SOW) entitled "DIRECT AND REMOTE MONITORING OF CALLS FOR MEDICARE FEE-FOR-SERVICE PROVIDER CONTACT CENTERS". PLEASE NOTE THAT ALL COMPANIES WHO RESPONDED TO RFI-CMS-2009-DRMC DO NOT NEED TO PROVIDE ANOTHER RESPONSE. THE PURPOSE OF THIS RFI IS TO DIRECTLY SEEK 8A SOURCES. Project Background: These services are composed of Direct and Remote Call Monitoring under North American Industry Classification System (NAICS) code 541618 Other Management Consulting Services. Please see the attached draft SOW entitled "Direct and Remote Monitoring of Calls for Medicare Fee-for-Service Provider Contact Centers" for details. Type of Procurement: This notice is not a Request for Proposal (RFP). CMS anticipates award of a contract under a forthcoming solicitation and will use the results of this exercise to make decisions regarding the nature of the procurement and contract. CMS reserves the right to use any acquisition strategy deemed appropriate at the time of the official solicitation. It is also anticipated that the award will be issued as a 12-months base period with additional 12-month option periods. Instructions/Requirements for Submitting SSN Responses to CMS: CMS requests capability statements in response to this SSN from 8(a) companies qualified under NAICS 541618, with demonstrated capabilities performing the same or similar work identified in the SOW to respond to this request. In addition to comments on the SOW, your responses should address the following items: 1. Business Information -- a. DUNS Number: b. Company Name c. Company Address d. Type of Company (i.e., small business, 8(a), woman-owned, veteran-owned, HUBZone, etc.) as validated via the Central Contractor Registration (CCR). All offerors must register on the CCR located at http://www.ccr.gov/index.asp e. Company Point of Contact, Phone and Email address f. Point of Contact, Phone and Email address of individuals who can verify the demonstrated capabilities identified in the responses 2. Please demonstrate your capability to (1) perform direct and remote monitoring, and (2) record inbound and outbound calls in a situation where the installation of hardware and remote monitoring software at the Medicare PCCs does not exist/is not possible. For additional information, see attached draft SOW Section I.C Technical Considerations and SOW Section II.A.1 Perform remote and direct monitoring of Medicare PCCs. 3. Please demonstrate your capability to store the magnitude of calls required for the life of the contract while also adhering to the provisions of the Health Insurance Portability and Accountability Act and the Privacy Act of 1974. For additional information, see attached draft SOW Section II.A.3Mainaining Call Monitoring Records 4. Please demonstrate your capability to (1) collect direct and remote monitoring data in a questionnaire and scorecard format, and (2) link the data collected to the voice records, including customer service representative (CSR) callbacks. Please note that some of the items collected may be in a free text format, i.e., transcriptions, items missed or incorrect in a CSR response. For additional information, see attached draft SOW Section II.A.2 Scoring and Evaluation and SOW Section II.A.3Mainaining Call Monitoring Records 5. Please demonstrate your capability to (1) track data and run reports by CMS contract jurisdiction, contractor, PCC, CSR, CSR error, inquiry type, etc., (2) assign a value to the information collected from the monitoring transactions, and (3) establish and analyze data to identify trends and correlations based on a set of variables. For additional information, see attached draft SOW Section I.C Technical Considerations and SOW Section II.B Reporting Requirements. 6. Please demonstrate your capability to (1) provide online access to direct and remote monitoring data in a variety of formats to CMS and the PCCs, and (2) provide an interactive tool that allows users to run reports (i.e. scores, transaction detail, direct monitoring questions) from current and previous months, ask questions, and submit rebuttals to scoring determinations. For additional information, see attached draft SOW Section I.C Technical Considerations and SOW Section II.B Reporting Requirements. 7. Please demonstrate your experience(s) with, and ability to understand, Medicare policy. In addition, please demonstrate your experience(s) and ability as it applies to the development of direct monitoring questions and answers (e.g., If the initial therapy evaluation in the beneficiary's medical record is dated prior to the first day of the Skilled Nursing Facility admission or readmission, will Medicare deny the claim? Please elaborate.) and the development of mystery shopping scenarios and responses. Please provide concrete examples and specific accomplishments to demonstrate your experience and ability in this area. For additional information, see attached draft SOW Section II.A.4 Develop policy questions and responses for direct monitoring. 8. Please demonstrate your experience(s) in (1) performing quality reviews for accuracy of information provided by CSRs through calibration sessions and selection of the appropriate type of calls to be used for calibration sessions, and (2) evaluating customer satisfaction levels, including providing recommendations to improve quality or service and evaluation/scoring criteria. Please provide concrete examples and specific accomplishments to demonstrate your experience in these areas. For additional information, see attached draft SOW Section II.A.2 Scoring and Evaluation and SOW Section II.A.6 Calibration sessions 9. Please demonstrate your experience(s) in continuously improving PCC performance. This may include (1) evaluating and analyzing performance, conveying the results and what they mean to management and recommending necessary actions to obtain maximum results and (2) feedback on how to improve internal processes, customer service skills and CSR training at the PCCs. Please provide concrete examples and specific accomplishments to demonstrate your experience in these areas. For additional information, see attached draft SOW Section II.A.5Provide Consultative Expertise 10. The Monitoring Contractor shall perform a quality review of 100% of the direct and remote monitoring transactions. Please describe your experience or ability in performing this type of review and elaborate on your approach in accomplishing this task if a contract is awarded to your organization. For additional information, see attached draft SOW Section II.A.2.f Scoring and Evaluation and SOW Section II.B Reporting Requirements 11. Please elaborate on any recommendations that your organization believes can add value to CMS efforts in conducting Direct and Remote Monitoring of the Medicare PCCs. You may address other aspects of the work not included below. (1) Efficiency in conducting Direct and Remote Monitoring (2) Reduction of labor in documenting and scoring transactions (3) Review of monitoring transactions and maintenance of monitoring records (4) Use of Medicare policy in the development of direct monitoring questions and increasing the Medicare expertise in the Monitoring Contract (5) Delivery of analysis and monitoring results to the PCCs including available technology and /or processes (6) Improvement in the evaluation of accuracy of Medicare PCC responses to direct monitoring questions (7) Collection and evaluation of feedback about provider satisfaction using the remote monitoring transactions 12. Please specify and elaborate on any kind of conflict of interest your organization or your sub-contractor, if any, may have with CMS in case your organization is considered for the award of this contract. If any kind of conflict of interest is identified, please elaborate on how the organization is planning to mitigate that conflict. Please submit responses in the following manner: 1. Email your responses addressing the items listed above to marquerita.johnson@cms.hhs.gov on or before January 14, 2010. 2. Please submit your electronic document using the following specifications: Microsoft Word (or PDF) document, page size 8.5 by 11 inches, font type Times New Roman, font size 12, line spacing of no less than single spacing, and no more than twenty five (25) pages total, with the exception of the SOW comments. 3. Please submit SOW comments as a separate Microsoft Word document, using font type Times New Roman with font size 12. Please use only standard tabs and indent software features. Do not use any elaborate features, such as indexing, Tables, Columns, etc. Please submit comments in the following format: SOW Section II.A.1, entitled... Comment: State comment, question, clarification. 4. All transmitted information marked proprietary shall be treated as such. Therefore, businesses should identify any proprietary information in their SSN response. Proprietary materials will neither be distributed, nor discussed with any other organization. Information submitted in response to this SSN will be used at the discretion of the Government. Further, the information submitted will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. CMS does reserve the right to utilize any non-proprietary technical information in the anticipated SOW or solicitation. 5. Respondents should be aware that this SSN is for market research purposes only and any responses thereto, or lack thereof, will not constitute a commitment by CMS to treat any offeror more or less favorably in the anticipated forthcoming solicitation and/or ultimate award. 6. Please be advised that CMS will not respond directly to organizations submitting information in response to this SSN. The information received will be used solely to make informed decisions regarding a potential procurement and to refine the SOW to address issues needing clarification or revision. Disclaimer: Responses to this SSN are not offers and cannot be accepted by CMS to form a binding contract. CMS does not intend to award a contract on the basis of this SSN or to otherwise pay for the information solicited. On behalf of the Centers for Medicare & Medicaid Services, we thank you for your interest. SEE ATTACHMENTS: Draft Statement of Work (SOW)
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/HCFA/AGG/RFI-CMS-2010-DRMC/listing.html)
- Place of Performance
- Address: Department of Health & Human Services, Centers for Medicare & Medicaid Services, 7500 Security Boulevard, Mail stop S1-05-06, Baltimore, Maryland, 21244-1850, United States
- Zip Code: 21244-1850
- Zip Code: 21244-1850
- Record
- SN02027805-W 20091220/091218235455-4db56469c1463866b534bb09e8af3c45 (fbodaily.com)
- Source
-
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