Medicare Contractor Provider Satisfaction Survey (MCPSS)

Centers for Medicare & Medicaid Services (CMS) Medicare Contractor Provider Satisfaction Survey (MCPSS) Introduction: This is a SOURCES SOUGHT NOTICE to determine the availability of potential small businesses (e.g., 8(a), service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, veteran-owned small business, and women-owned small business) that can provide web-enabled data collection, research, analysis and marketing activities relating to the yearly administration of a Medicare Contractor Provider Satisfaction Survey (MCPSS). History: CMS received approval from the Office of Management and Budget (OMB) to conduct the Medicare Contractor Provider Satisfaction Survey (MCPSS) under OMB 0938-0915. The Survey is aimed at quantifying provider satisfaction and perceptions about the performance of their Medicare Fee-for-Service (FFS) contractors with whom they interact on a daily basis. The survey instrument includes a scoring framework from which the information obtained enables the Agency to calculate a score for each contractor. This score will directly correlate to the provider's satisfaction with their contractor's performance of key business processes. The results will provide CMS with a comprehensive review of contractor-provider business relations from the perspective of the - customer or provider. Based on the national survey results, the MCPSS will continue to be refined to a standardized instrument and scoring format for providing comparative information to help the Agency appropriately address provider concerns about Medicare contractors performance. CMS three main goals for the MCPSS are to: 1.Provide feedback from providers to contractors so they may implement process improvement initiatives; 2.Establish a uniform measure of provider satisfaction with contractor performance; and 3.Satisfy Medicare Modernization Act (2003) requirements to measure provider satisfaction levels. Purpose: The MCPSS is an annual project. It is designed to gather and report objective, quantifiable data on provider satisfaction with the FFS contractors who process and pay Medicare claims. Medicare contractors are private companies that not only process and pay Medicare claims but also provide a variety of other services to enrolled Medicare providers. MCPSS is a standardized instrument administered every January to approximately 30,000 randomly selected providers, including physicians, health care practitioners, suppliers and facilities that serve Medicare beneficiaries across the country. CMS includes all Medicare FFS contractors in the national administration of the MCPSS. The survey instrument is composed of 65 close-ended questions and collects information on seven business functions of the provider-contractor relationship: provider inquiries, provider outreach and education, claims processing, appeals, medical review, provider enrollment and provider audit and reimbursement. At the end of each business function section of the survey, there is one open-ended question where the respondent has the opportunity to make a comment. The results of the survey will enable CMS to establish performance standards, incentive payments, and make comparisons of provider satisfaction between contractors and, over time, improvements to the Medicare program. OMB has charged CMS with an 80% target response rate for the 2010 survey. Because of the extensive marketing and outreach activities, the first two administrations of the MCPSS reached a 65 response rate. In the last administration, or in 2008, MCPSS response rates reached 70%. The MCPSS findings are reported via an on-line archival and reporting system with limited use to FFS contractors. Contractors receive an overall composite score as well as a score for each business function. These results are conveyed and updated via the on-line reporting tool with CMS controlled access. The tool provides annual data, establishes trend analysis, and provides individualized process improvement tools for FFS contractors to aid in their efforts for making improvements to procedures and services for serving their providers. A number of individualized reports with findings and process improvement grids are provided to each FFS contractor and as well as reports generated for public display. Data collection activities commence every January and the reports are released the following July. Westat, a Rockville-based organization, is the current contractor. The Provider Communications Group, specifically the Division of Provider Relations and Evaluations, under the Center for Medicare Management, is charged with the contracting oversight, administration and management of the MCPSS. For more information, including copies of the yearly public reports and survey instrument, please visit the MCPSS website at www.cms.hhs.gov/MCPSS. Scope of Work: As required in the scope of work, the contractor shall: 1.have ability and capacity to host an interactive survey instrument on the contractor's secure website; 2.ability to meet Section 508 of the Rehabilitation Act of 1973, Section 208 of the Privacy Provisions of the E-Government Act of 2002, and Federal Information Security Management Act (FISMA) of 2002 requirements; 3.develop aggressive roll-out marketing plans to communicate importance of survey 4.have capability to house, transfer, update and maintain 5 years archival and all subsequent data of internet/survey applications and reporting system 5.perform quality control measures during all phases of survey administration, including, but not limited to data collection, mailing, telephone, web, coding, tracking, reporting activities 6.manually collect and enter responses and calculate scoring of responses daily via phone, fax, telephone, or mail 7.meet strict timelines: data collection starts in December; reporting to Contractors and CMS must be completed by June; public report must be issued by July of each year 8.be capable of preparing individualized reports and tools for each Medicare Contractor to assist and guide them in quality and process improvement activities. These reports need to be accessible on the survey contractor's designated website (currently residing at https://www.mcpsstudy.org/default.asp) 9.meet with an assembly of Medicare Contractor representatives, at least twice a year. 10.develop sampling frame using multiple data sources and working within the Medicare FFS environment, including transitioning Title XIII contractors to the Medicare Administrative Contractor (MAC) environment and renewal of existing MAC contracts 11.conduct on-going formative work on the testing or evaluation of MCPSS instrument and/or changes to survey administration 12.prepare OMB Paperwork Reduction Act Documentation as needed for processing updates to the MCPSS instrument 13.possess technical expertise to analyze data, receive and merge data files from multiple sources and manipulate the data to obtain good contact information for sample frame 14.have the ability to support an aggressive phone follow-up with providers to achieve an 80% target response rate 15.have capability to develop Spanish versions of outreach materials and survey instrument, as well as, provide multi-lingual telephone interviewer List Contractor Requirements: Contractor Capability (Refer back to the points of work above) Please provide your company's experience, knowledge and ability to provide the following: 1.Experience with hosting, maintaining, developing, and updating a secure interactive internet application for web-based survey for CMS, public, and contractors use that is section 508 compliant. 2.Knowledge and ability to construct sample survey frames and obtain focused data from Medicare providers. 3 Ability to achieve an 80% target response rate 4.Knowledge and experience of Medicare fee-for-service claims and provider enrollment databases 5.Knowledge and experience in internet-based web surveys and use of this venue for data collection 6.Knowledge and experience in on-line reporting and archival systems 7.Ability to develop tools and reports for process improvement activities 8.Knowledge and experience with outreach activities geared towards the Medicare fee-for-service provider community. 9.Possess technical expertise with receiving, merging, and sorting data files. The offeror needs to demonstrate, through narrative examples, their qualifications and experience with receiving, merging and sorting data files. The narrative should include, but not be limited to, examples of their programming and data expertise as well as their plans for implementing quality controls through data mining. Interested parties having the capabilities necessary to perform the stated requirements may submit capability statements via email to Debra Stidham at debra.stidham@cms.hhs.gov. CAPABILITY STATEMENTS MUST DEMONSTRATE THE MINIMUM REQUIREMENTS OUTLINED ABOVE. Please address each in order listed above. Capability statements shall also include the following information: company name, address, point of contact, phone/fax/email, DUNS Number, and business size and status,(e.g., small business, 8(a), veteran-owned small business, service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, and women owned small business) including any letters, certificates, or similar documentation indicating such status; corporate structure (corporation, LLC, sole proprietorship, partnership, limited liability partnership, professional corporation, etc.); and tax identification number. Capability Statements shall be limited to 10 pages and shall include any/all teaming arrangements. Please include the following Business Information -- a. DUNS: b. Company Name c. Company Address d. Current GSA Schedules appropriate to this Sources Sought (MOBIS) e. Do you have a Government approved accounting system? If so, please identify the agency that approved the system. f. Type of Company (i.e., small business, 8(a), woman owned, veteran owned, etc.) as validated via the Central Contractor Registration (CCR). All offerors must register on the CCR located at http://www.ccr.gov/index.asp . g. Company Point of Contact, Phone and Email address h. Point of Contact, Phone and Email address of individuals who can verify the demonstrated capabilities identified in the responses. Teaming Arrangements: All teaming arrangements shall also include the above-cited information and certifications for each entity on the proposed team. Teaming arrangements are encouraged. Responses must be submitted not later than (list the date here) Capability statements will not be returned and will not be accepted after the due date. This is not an invitation for bid, request for proposal or other solicitation and in no way obligates CMS to award a contract. The sole intent is to obtain capabilities for set-aside and procurement planning purposes. Contact information: (Contracts Specialist, Contracting Officer information)