SOLICITATION NOTICE
Q -- AFTERHOURPHONE
- Notice Date
- 5/19/2006
- Notice Type
- Solicitation Notice
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of the Air Force, Air Mobility Command, 437th CONS, 101 E. Hill Blvd, Charleston AFB, SC, 29404-5021
- ZIP Code
- 29404-5021
- Solicitation Number
- AFTERHOURPHONE
- Response Due
- 5/29/2006
- Archive Date
- 6/13/2006
- Description
- COMBINED SYNOPSIS - SOLICITATION FOR COMMERCIAL ITEMS (IAW FAR 12.603 (c)) (i) This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation. Proposals are requested and a written solicitation will not be issued. (ii) This solicitation/synopsis reference number is AFTERHOURPHONE and is being issued as a Request for Proposal (RFP). (iii) This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-09. (iv) This acquisition is 100% set-aside for small businesses. The associated NAICS code is 561421 with an $6,000,000 million size standard. (v) Contractors shall submit a lump sum proposal for, Non-personal services, furnishing personnel to perform after hours telephone answering service for the 437th Medical Group in strict accordance with the statement of work. All responsible sources may submit a proposal, which shall be considered. (vi) Furnish personnel to perform after hours telephone answering service for the 437th Medical Group at Charleston Air Force Base, South Carolina. (See attached statement of work) (vii) Base performance period is 1 Jun 06 - 30 Sep 06; 1st option is 1 Oct 06 - 30 Sep 07; 2nd option is 1 Oct 07 - 30 Sep 08; 3rd option is 1 Oct 08 - 30 Sep 09; 4th option is 1 Oct 09 - 30 Sep 10. (viii) The following clauses and provisions are incorporated and will remain in full force in any resultant award: (full text of clauses and provisions may be assessed electronically at this website: http://farsite.hill.af.mil) FAR 52.212-1, Instructions to Offerors-Commercial. (ix); FAR 52.212-2 Evaluation-Commercial Items Evaluation. The Government will award a contract resulting form this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the government, price and other factors considered. The following factors shall be used to evaluate offers: Price- The Government will evaluate offers for award purposes or the total price for the requirement. Technical and price factors, when combined, are equal. (x) Contractors shall include a completed copy of FAR 52.212-3, Offerors Representation and Certifications Commercial Item or complete electronic annual representations and certifications at http//orca.bpn.gov. (xi) FAR 52.212-4 Contract Terms and Condition?Commercial Items; (xii) FAR 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders?Commercial Item are incorporated by reference, however, for paragraphs (b) and (c) the following clauses apply; FAR 52.222-21 -Prohibition Of Segregated Facilities; FAR 52.222-26 Equal Opportunity; FAR 52.222-35- Affirmative Action for Disabled Veterans and Veterans of the Vietnam Era; FAR 52.222-36 Affirmative Action for Workers With Disabilities; FAR 52.222-37 -Employment Reports On Disabled Veterans And Veterans Of The Vietnam Era; FAR 52.232-33 -Payment by Electronic Funds Transfer--Central Contractor Registration; 52.225-1, Buy American Act - Supplies; Offerors are reminded that the Buy American Act restricts the purchase of supplies that are not domestic end products. (xiii) The following additional clauses are applicable to this procurement. FAR 52.217-5, Evaluation of Options FAR 52.217-8, Option to Extend Services FAR 52.217-9, Option to Extend the term of the Contract FAR 52.219-6, Notice of Total Small Business Set-Aside (if applicable) FAR 52.219-14, Limitations on Subcontracting FAR 52.222-41 Services Contract Act of 1965 and Wage Determination 94-2473 (Rev.25) Wage determinations for repairs must be for location of where repair is being performed. If place is unknown at time solicitation is issued, use FAR Clause 52.222-49 that provides instructions to offers regarding subsequent identification of place of performance and advising them wage det will be placed into the contract. FAR 52.225-13, Restrictions on Certain Foreign Purchases (>$2,500) FAR 52.253-1 -Computer Generated Forms DFARS 252.204-7004 -Required Central Contractor Registration (CCR); Contractors not registered in the CCR will be ineligible for award (register at http://www.ccr.gov/ or call 1-800-334-3414). DFARS 252.225-7000, Buy American Act (BAA) - Balance of Payments Program Certificate DFARS 252-225.7001, BAA - Balance of Payments Program DFARS 252.225-7002, Qualifying Country Sources as Subcontractors DFARS 252.232-7003, Electronic Submission of Payment Requests (WAWF instructions provided at time of award) DFARS 252.246-7000, Material Inspection And Receiving Report AFFARS 5352.201-9101, Ombudsman; complete paragraph c as follows: Mr. Michael R. Jackson, HQ AMC/A7K, 507 Symington Dr., Scott AFB, IL, 62225-5022, (618) 229-0267, fax (618) 256-6668, e-mail: Michael.jackson@scott.af.mil. (xiv) Defense Priorities and Allocation System (xv) Statement regarding numbered notes. (xvi) Response to this combined synopsis/solicitation must be received via email, fax, mail, or delivery by 02 June 06 no later than 4:30 PM Eastern Standard Time. Requests should be marked with solicitation number AFTERHOURPHONE. (xvii) Address questions to Lt. Joshua Brock, Contract Specialist, at (843) 963-5169, fax (843) 963-5183, email Joshua.Brock@charleston.af.mil or Jackie Brown, Contracting Officer, Phone (843) 963-5166, email Jacqueline.Brown@charleston.af.mil. For more opportunities, visit http://www.selltoairforce.org, and http://www.sba.gov. STATEMENT OF WORK ? ANSWERING SERVICE 437th MEDICAL GROUP CHARLESTON AFB, SC 29404 1. Provide telephone answering service for after duty hours, weekends, holidays, and other instances as deemed necessary by 437th Medical Group. Current workload is roughly 500 calls per month. Call volume expected to fluctuate between 300 and 800 per month seasonally. 2. 437th Medical Group shall provide the contractor with pager numbers, cellular phone numbers and home numbers for each of the providers on call. There will be 3 providers on call, one for each of the following service areas: Family Practice / Pediatrics Aerospace Medicine Dental Services 3. Contractor shall have personnel answering our calls that speak clear, concise (not mumbled or hurried) English. Personnel taking calls must be familiar with medical terminology and be able to relay medical concerns verbatim to providers-on-call, if necessary, by phone. The contractor SHALL NOT give medical advice to a patient under any circumstances. Contractor is allowed to explain to caller that the answering service provided is not medically qualified to give medical advice. 4. Contractor shall answer all calls with ?Thank you for calling the 437th Medical Group Answering service, are you having a Medical Emergency? If caller feels they are having a ?true? medical emergency, direct them to hang up and call 911 if it is available in their area, or go to the nearest emergency room. If caller is unsure, Contractor shall provide the following limited definition of a medical emergency: A true medical emergency is defined as a sudden and unexpected medical condition or the worsening of a condition that threatens your life, limb, or sight and requires immediate treatment. Some examples (not all inclusive) Loss of consciousness Shortness of breath / Chest pain Poisoning Uncontrolled bleeding Convulsions Kidney stones And other serious conditions 6. CONTRACTOR REQUIREMENTS FOR EACH PATIENT CALLER: STEP ONE: Contractor shall request the following information from each caller and then relay this information to the appropriate on-call provider: 1. Patient?s Name, last four numbers of Sponsor?s SSN 2. Patient?s telephone number at which they can be reached 3. Patient?s chief medical concern (Due to privacy reasons, if the Patient does not wish to give/discuss chief medical concern, name and phone will be sufficient information for the on-call provider ? notate this when contacting the provider) 4. Name of Patient?s Primary Care Provider ? or Clinic where Patient is seen ? All patients 16 and under belonging to Family Practice Clinic should go to Pediatrics beeper after hours. If the patient?s Primary Care Provider is not known by the caller, route all Patients age 16 and under to Pediatrics (when available per call schedule) and all Patients over the age of 16 to Family Practice. STEP TWO: Contractor shall contact the on-call provider for the appropriate service on his/her cell phone/pager as the initial mode of communication to relay messages IMMEDIATELY, but no more than 5 min upon terminating the call with the Patient. FOR EACH CALL, the Patient shall be told by the Answering Service prior to concluding the call ?If the on-call provider does not contact you within 30 minutes, please call us back so that we can ensure that your medical concerns are addressed.? If the provider does not contact the Patient within thirty minutes, the answering service shall attempt to contact the provider first by cellular phone and then by home phone in immediate succession if needed. Due to the Health Insurance Portability and Accountability Act of 1996, the answering service shall not leave voicemail containing protected health information. Protected health information may contain, but is not limited to, name, SSN, DOB or Phone number. The answering service shall not attempt to resend Patient information via the pager a second time if unsuccessful on the first attempt. STEP THREE: If unsuccessful in making contact with the on-call provider (via Pager, Cell Phone and Home Phone) within 15 minutes of concluding their second call with the Patient, the Answering Service shall use the following protocol: 1. Attempt to reach the 437th Medical Group Senior Officer of the Day (OD) via his/her cell phone/pager. 2. If unsuccessful in reaching the 437th Senior OD, the Answering Service shall attempt to reach the 437th Medical Group Chief of Staff via his/her pager, then cell phone, if necessary. 3. If unsuccessful in reaching both the 437th Senior OD and the Medical Group Chief of Staff, the Answering Service shall advise the patient of the circumstances, and leave the determination of addressing care to the patient?s prerogative. Contractor shall document this type of situation appropriately as to who they called, when, etc? 7. 437th MEDICAL GROUP PROVIDER REQUIREMENTS: STEP ONE: The provider shall be responsible for ensuring that the pager/cell phone is adequately charged and within reasonable reach during their assigned on-call shifts. STEP TWO: The provider shall contact the Patient within 30 minutes of receiving the page. The provider should gather the following information from each encounter. From the Answering Service a. Time the pager went off b. Vital information including Chief Complaint c. Sponsor?s last 4 of SSN d. A good contact phone number for the Patient From the Patient a. Chief complaint b. Verify sponsor?s last 4 STEP THREE: Upon returning to work, the provider shall record pertinent information about each call taken and enter this information into the CHCS system and/or fill out any necessary paperwork 8. CONTRACTOR REQUIREMENTS AND MEASUREMENTS: Contractor shall meet requirements listed previously and be held to the following: a. Less than 1% of total call volume, contractor error i. Dialed wrong pager # (did not verify correct #) ii. Dialed wrong cell # (did not verify correct #) iii. Did not properly use chain of command protocol iv. Entered the wrong phone number (patient?s information) into the pager b. Less than 10 total customer complaints or less than 1% of total call volume resulted in complaint per month - Examples i. Operator was deemed rude, unfriendly, or not helpful by patient c. Provide monthly activity report to Logistics Flight Commander and/or Group Practice Manager to include: i. Day ii. Time by the Hour iii. Total d. Report number of occurrences i. Contractor had to use chain of command ii. Contractor had to use alternate method to contact provider iii. Contractor received 2nd call from customer Contractor shall provide a toll-free number for MDG and patient use. END OF STATEMENT OF WORK
- Record
- SN01053916-W 20060521/060519220919 (fbodaily.com)
- Source
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