Advisor Call Center

The Defense Health Agency (DHA) is issuing this Sources Sought as a means of conducting market research to identify resources and capability to provide a continuously operated clinical call center to support the Virtual Medical Center (VMC) Advanced Virtual Support for Operational Forces (ADVISOR) medical advice hotline- ADVISOR Call Center for DHA Military Treatment Facilities (MTFs) and other organizations within the DHA. THIS IS A SOURCES SOUGHT ONLY. It is NOT a Request for Proposal, a Request for Quotation, an Invitation for Bids, a Solicitation, or an indication that DHA will contract for these services contained in this SOURCES SOUGHT. This Sources Sought is part of a government market research effort to determine the scope of industry capabilities and interest and will be treated as information only. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responses to this SOURCES SOUGHT are strictly voluntary and the Government will not pay respondents for information provided in response to this SOURCES SOUGHT. Responses to this SOURCES SOUGHT will not be returned and respondents will not be notified of the result of the review. If a Solicitation is issued, it will be announced on the SAM.gov website https://sam.gov/ at a later date and all interested parties must respond to that Solicitation announcement separately from any response to this announcement. This SOURCES SOUGHT does not restrict the Government's acquisition approach on a future Solicitation. There is NO solicitation at this time. This request for capability information does NOT constitute a Request for Proposals (RFP). Submission of any information in response to this market survey is purely voluntary; the Government assumes no financial responsibility for any information or costs incurred. All costs associated with responding to this notice will be solely at the interested party's expense. Not responding to this notice does not preclude participation in any future RFP, if any is issued. Description: The Government is contemplating awarding a sole source contract to perform in accordance with the attached Performance Work Statement (PWS). The ADVISOR Call center is a continuously operated clinical call center to support the Virtual Medical Center (VMC) Advanced Virtual Support for Operational Forces (ADVISOR) medical advice hotline. The ADVISOR is DHA government-owned, contractor-operated (GOCO) service. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform clinical call center services as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this PWS. The attached DRAFT PWS identifies roles, responsibilities, and specific GOCO life cycle management tasks of the ADVISOR commercial Contractor. This DRAFT PWS is not a personal services contract (i.e., there is no - employer/employee relationship created between the Government and the Contractor's personnel). Under this DRAFT PWS, the contracted duties do not involve performance of inherently governmental functions. Scope: The Contractor shall provide personnel to support the mission and objectives of the ADVISOR Program. Services include a call answering-service, 24-hour/ 365 days a year coordination center with fully redundant operations to include internet, telephone, and data servers for handling up to 3,000 incoming calls per month. Contractor shall provide the necessary technologies to enable the process of providing virtual medical support to service members working in austere or deployed environments with limited or no organic specialty or subspecialty medical support available to them, as well as permanent military treatment facilities worldwide under the authority, direction, and control of Defense Health Agency (DHA). The contractor will ensure that calls are answered promptly and dispositioned based on business rules provided by the Virtual Medical Center ensuring call connectivity. The Contractor will provide dedicated call center support with a Project Lead (PL) and ADVISOR Virtual Health Agents (AVHAs). The contractor will provide capture of relevant data as provided in PWS paragraph 5.3, data analysis and dynamic visual reporting with real-time access to reports in a web-based portal. Instruction for Submission of Response: Full performance and infrastructure needs to be in place by 1 October 2022 and will have a base Period of Performance of 6 months with two 3 month options. The Government anticipates this to be a short term contract (not expected to exceed twelve months). The respondents are to only submit a capabilities statement which clearly supports and demonstrates the vendors ability to perform the requirements as stated in the DRAFT PWS and show that you have the capability to have the coordination center up and running and fully staffed no later than 1 Oct 2022. Submit a response to this Sources Sought by 24 August 2022 at 3:00 PM CT (local time in San Antonio, Texas). All responses and any questions under this Sources Sought must be emailed to Ms. Dawn Windham, E-mail: dawn.d.windham.ctr@health.mil and Stephani Preusser, Email: stephani.n.preusser.civ@health.mil. The Subject line of the email must read (Type Here Business Name) - Response to Sources Sought (HT0015-23-DHA-1000): DHA - ADVISOR Note: In accordance with FAR 10.001(b), potential sources are not to submit more than the minimum information necessary. In accordance with FAR 15.201, responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any potential set-aside for this requirement will be based on the responses to this Sources Sought and additional market research. Maximum participation by small business, veteran-owned small business, service-disabled veteran-owned small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns is encouraged. At this time, the DHA does not guarantee any future contracts; and, responses to this Sources Sought do not bind DHA to any agreement with the responder, be it explicit or implied. No Solicitation or Marketing Materials shall be submitted. Any response submitted for this Sources Sought constitutes consent for that submission to be reviewed by military personnel, Government civilians, and associated support contractors who are regulated. No information will be disclosed outside DHA. DHA will not provide feedback to any information submitted. Submissions to this Sources Sought is deemed to be DHA property which shall not be returned to sender. Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions.