Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF JULY 01, 2018 FBO #6064
DOCUMENT

R -- VISN Clinical Contact Center Implementation - Attachment

Notice Date

6/29/2018
 

Notice Type

Attachment
 

NAICS

541618 — Other Management Consulting Services
 

Contracting Office

Department of Veterans Affairs;Program Contracting Activity Central;6150 Oak Tree Blvd, Suite 300;Independence OH 44131
 

ZIP Code

44131
 

Solicitation Number

36C77618Q9181
 

Response Due

7/13/2018
 

Archive Date

10/20/2018
 

Point of Contact

Yolanda M Ray
 

Small Business Set-Aside

Service-Disabled Veteran-Owned Small Business
 

Description

1 This Request for Information is for planning purposes only and shall not be construed as a solicitation or as an obligation on the part of the Department of Veterans Affairs. Timely access to healthcare is fundamental to a Veteran s positive perception of the organization and in VA Medical Centers (VAMCs), Community-Based Outpatient Clinics (CBOCs), and Outpatient Clinics (OPCs) this access is typically gained via an initial, and in many cases, subsequent telephone exchanges. As a result, VA has created focus on improving both the Veterans and the Employees experience with specific focuses on enhancing the experience over the phone and via other means of contact to obtain VHA services. VHA currently adopts the Utilization Review Accreditation Commission (URAC) timeliness measures of answering calls, within 30 seconds with a 5 percent or less call abandonment rate (caller hang-up rate prior to the phone being answered). Thus, VAMCs must require a high portion of calls be resolved the first time without multiple attempts of a staff member or multiple staff to fully address the caller s inquiry. First Call Resolution (FCR) is a primary goal for VHA. In 2013-2014, VHA conducted the first ever national-level study (Managing Veterans Access via the Telephone-MVAT) supporting the identification and implementation of highly-successful VHA and/or commercial healthcare business models, processes and practices. This study included a limited assessment of current VHA operating models as well as models currently being implemented within industry-leading commercial healthcare enterprises. It resulted in competing Contact Management (CM) Visions to best position VHA to support the next generation of healthcare service delivery contact management while achieving parity with leading commercial healthcare providers. The results serve as the baseline business assessment, operating model(s) and vision that will support the continuous evolution of improved telephone access within the VAMCs. In 2014-2015, VHA followed MVAT with Improving Veterans Access via the Telephone (IVAT) that produced a year-long telephone access improvement consultative effort in VISN 19; a Telephone Access Improvement Guide based on the results of MVAT; and an Integration and Migration (IM) Plan designed to provide a notional, unified view of VHA contact management practice and organization encompassing all enterprise, regional and local contact centers in VHA. All, being used to support a VACO (OPP) led contact center transition Task Force. In February and March 2016, the Deputy Undersecretary for Health Operations and Management (DUSHOM) released a series of memorandums focusing on understanding the state of VA clinical contact centers across all VAMCs, setting clear guidance on VAMCs having dedicated clinical contact centers, and adherence to the National Standardized Telephone Tree. In support of an Under Secretary of Health (USH) initiative designed to dramatically alter the mission and scope of VAMC clinical contact centers for the purpose of expanding access to primary care while providing quality healthcare via VISN-level, fully leveraged clinical contact centers, it is vitally important to provide support for the multiple of change and project management-related aspects involved in migrating today s local, highly decentralized and fragmented call center business operations to a unified, standardized VISN-level clinical contact center. As VISNs-VAMCs are typically not structured, organized or staffed with the requisite project team and full range SMEs intimately knowledgeable of the scope and intricacies involved in such a mission-altering change, it is incumbent that the VISNs be afforded the opportunity to access this surge capability and subject matter expertise in clinical contact centers via contracted external resources. The VA is seeking a potential contractor to provide all labor, supervision and all other resources required to deliver direct support to VHA for the purpose of supporting VHA with call and contact centers, while extending and improving upon the deliverables included in Managing Veterans Access via the Telephone (MVAT), Improving Veterans Access via the Telephone (IVAT) and MyVA Call Center Study (CCS). Advancing Veterans Access via the Telephone (AVAT) builds on the objectives and goals provided by the MyVA Veterans Experience (VE) office. This guidance seeks to enhance and improve Veterans and Employees experience across VA, including Veterans supported by call centers across VHA at the VISN, VAMC, and CBOC environments. The Contractor shall support a focused effort to assist leadership in markedly improving access to care and services via the telephone, along with consultation resulting in improved opportunities to address alternative contact modalities within VA s contact management environment. The objective is to transform VHA s contact management at the VISN, VAMC, and CBOC levels from an improvement system of limited national-level impact to a robust and comprehensive process improvement system that embraces an iterative approach. The Government anticipates issuing an Indefinite Delivery Indefinite Quantity Contract with one (1) contractor. Exact items, quantities and delivery requirements will be identified in the Request for Proposal. Tasks the contractor will provide are: Project Management Support Veteran Health Administration (VHA) Call Center Support Governance Support Veteran Health Administration Subject Matter Expertise Support Acquisition Support Best Practice/Knowledge Management Support Strategy and Planning Support Workforce Management Support Tools and Infrastructure Support Training Contract Management Improvement Support (VA clinical contact centers) Contact Management/Change Management Implementation Support Plan Development Financial Analysis Data Analysis Issue Briefs Monthly Reports Monitoring of the VHA and VA Leadership Meetings Monthly Reports Because this is a Request for Information announcement, no evaluation review letters and/or results will be issued to the respondents. No solicitation exists. Therefore, do not request a copy of the solicitation. Respondents will not be notified of the results of the review. The Government reserves the right to consider a small business, SDVOSB, VOSB or (8) a set-aside based on the responses received. All responses must include the following information: Company name, cage code, Dun and Bradstreet Number, GSA Schedule Contract Number, Company Address, Point of Contact name, Phone Number, Fax number and E-mail address. The subject line of the correspondence should clearly display the Request for Information Number. Also, please provide the following information in your response: Past Experience Provide the following information on a maximum of three similar projects completed within the last five years for which the responder was the prime contractor. A project is considered similar if the contractor provided support during the development lifecycle, preferably in a health systems environment. The name, address, type and value of each project. The name, telephone and address of the owner of each projects. A description of each project, including difficulties and successes The firm s role and services provided for each project. Capabilities/Qualifications Provide the following information for each functional area listed in the REQUIREMENTS section above. Description of the capabilities/qualifications/skills your company possesses to perform task orders under each functional area. Resumes of key personnel for each functional area (one person may be listed as key personnel for more than one functional area). Business size standards Vendor shall provide the following information regarding their company: Whether they are small business, HUB-Zone small business; service-disabled, veteran-owned small business; 8(a) small business; veteran-owned small business; woman-owned small business; or small disadvantaged business; and their size classification relative to the North American Industry Classification System (NAICS) code for the proposed acquisition. Your response to this information requested will assist the Government in determining whether a set-aside is possible. It is requested that interested contractors submit an electronic submission of no more than ten (10) pages in length, single spaced, and 12-point font minimum that addresses the above information. Be sure to include the Request for Information number in the subject line of the email. Submissions shall be received no later than 1 p.m., Eastern Local Time on July13, 2018. At this time, no solicitation exists. Therefore, DO NOT REQUEST A COPY OF THE SOLICITATION. Contractors having the skills and capabilities necessary to perform the stated requirements should forward an email only to the primary point of contact listed below. Contracting Office Address: Department of Veterans Affairs Program Contracting Activity Central (PCAC) 6150 Oak Tree Boulevard Suite 300 Independence, Ohio 44131 Primary Point of Contract: Yolanda M. Ray, Contracting Officer Email: yolanda.ray@va.gov
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/ISC/OISC/36C77618Q9181/listing.html)
 

Document(s)

Attachment
 

File Name: 36C77618Q9181 36C77618Q9181.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4446025&FileName=36C77618Q9181-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4446025&FileName=36C77618Q9181-000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN04975095-W 20180701/180629231133-f5bca8deafa14cc10eceb7b0e76a8ac4 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

---

| FSG Index  |  This Issue's Index  |  Today's FBO Daily Index Page |