70 -- Re-Engineering of Patient Appointment Process

1. This requirement is a HUBZone set aside. Interested contractor's must be registered, by 10/16/02, at GSA's IT Solution Shop's web site: Http://it-solutions.gsa.govin order to receive the RFP. The RFP will be submitted via ITSS to those vendors who express interest and are registered in ITSS by the closing date of this notice. Please contact the ITSS help desk at 1-877-243-2889 to confirm you are registered in ITSS, then send an Email, requesting the RFP, to: joe.eason@gsa.gov 2. Title: BUSINESS PROCESS RE-ENGINEERING OF PATIENT APPOINTING PROCESS 3. GSA Contracting Officer: Joe Eason Phone: 210-472-5050; FAX: 210-472-5054 Email: joe.eason@gsa.gov 4. PROJECT OVERVIEW This project entails a business process re-engineering of the patient appointing process/system at multiple sites located in the Unites States, Germany, Korea, and Japan The initial site visit will include an in depth survey, assessment and design of the entire appointing process. Once the survey has been completed a recommendation regarding operating procedures, software and hardware will be provided. If required a detailed design of a new or upgraded telephony system, which will integrate with the MTF telephone system will also be provided. Once the recommended system configuration is approved, the equipment will be ordered and installed. The installation will include another review of the appointing process in the event that any changes have occurred from the time of the initial recommendation. Both system manger and call center and/or telephone clerk training will be provided at each location. Finally a post installation site-visit will be made to provide any retraining and/or changes that may be required. 5. PHASE 1 - INITIAL SITE VISIT Meet with the IMD staff, executive staff, clinic chiefs, Managed Care, Patient Representatives, Health Benefits Advisors, and any other appropriate personnel. Solicit details of the client customer service plans both current and future. Discuss pros and cons of previous system designs and solicit comments. Review patient complaints and any equipment deficiencies. Meet with the Tricare contractor, if appropriate. Review current appointment scheduling procedures. Review access to care issues as they relate to any Tricare changes. I.e., Nurse Care Center, Pre-authorization process, etc. Once information is gathered, a final project meeting will be held on site to discuss findings and verify for accuracy. Based on all input and local site issues a recommendation will be provided. The recommendation will include at a minimum: (a) Hardware/software configuration alternatives, and specifics regarding an upgrade to the existing system, if required, or provide a recommendation regarding new equipment.. (b) Beneficiary access issues. (c) Centralized Vs de-centralized appointment scheduling. (d) Health Benefits/Advisor involvement. (e) Physician/Nurse Help lines alternatives. This phase includes developing a specific system design. To include the ACD telephone/agent configuration, number of incoming telephone lines, types of telephone service local (DOIM provided) or from local RBOC, 800(s), Automated Attendant scripting, voice mail, etc. The design will be reviewed and adjusted based on site-specific parameters and input. 6. PHASE 2 ? INSTALLATION & TRAINING Install selected equipment. Program Automated Attendant with approved script programming and provide initial voice recordings. Program and install ACD. Cabling to be provided by the customer. Develop and publish site specific documentation. Provide System manager training and documentation, to ensure complete understanding of system configuration. 7. PHASE 3 ? RE-TRAINING Provide re-training to, call center personnel, clinic personnel, and system manager. Make any changes that may be required. Notes: 8.1 Automated Call Distribution (ACD) An ACD switch provides dial tone to digital call center and or agent telephone instruments. In coming lines can be provided by either the DOIM or the local RBOC, the preferred method is via T-1 trunks but Loop start can also be accommodated. In coming calls are queued and presented to the agent who has waited the longest for a call in any specific group. Queues and agents can be dynamically monitored via any terminal/PC connected to the hospital LAN. Silent monitoring is also available to designated supervisors to ensure the highest quality customer service. Detailed reports are available to ensure staffing level and customer service goals are met. 8.2 Automated Attendant (AA) A voice mail system with customized automated attendant software which allows callers to be routed to the correct call center and/or clerk from a single or multiple customer service number(s). Calls can be routed dynamically depending on the time of day and day of the week. This system also allows programming to be changed by the customer to accommodate unforeseen changes to the standard workday.