RC3 Questions for Industry

Industry Feedback Questions on Draft Performance Work Statement (PWS) 1. From a commercial best-practice and workforce-management standpoint, how do rolling local time zones impact your shift scheduling, ACD routing, and staffing efficiency? Given that Direct Care MTF scheduling templates and specialty clinics operate predominantly during core local daytime hours, what friction points or inefficiencies do you foresee when fielding beneficiary booking calls outside local MTF clinic hours (e.g., handling non-booking inquiries, call routing, or asynchronous messaging)? 2. Does standardizing on-site coordinator coverage to core clinical operational hours (e.g., 0730–1630 local time, Monday–Friday, excluding Federal holidays) represent an optimal, cost-effective staffing model (1.0 FTE per post)? If the Government requires an extended 12-hour on-site presence (0600–1800), what cost, overtime, shift-overlap, and supervision challenges will industry encounter at the military treatment facilities? 3. Does the division between on-site MTF Support and off-site AVHE/VDI contractor endpoints create technical, operational, or policy complexities for your telephony and data capture architecture? What lead times are required during Phase 0 / Phase 1 transition to ensure network routing, telephony PBX/ACD integration, and DHA B2B Gateway approvals are fully validated prior to Go-Live? 4. What integration standards (e.g., HL7/FHIR, API, direct EHR table access, or automated batch reporting) do you recommend to enable near-real-time visibility into MTF template capacity? What data fields or access rights from MHS GENESIS are essential for contractor referral navigators to accurately determine specialty appointment availability without manual telephonic outreach?
5. If the Government structures the on-site MTF support for care coordination requirement as an optional or separately priced Sub-CLIN that may be unilaterally exercised, descoped, or transitioned during contract performance, how does this affect your recruitment, compensation strategy, sub-contracting agreements, and overhead allocation? What transition notice period (e.g., 60 days, 90 days) is required to demobilize or redirect on-site contractor personnel without incurring significant termination liability or disruption to the central call center? 6. What industry-standard tools, automated HIE integrations, or portal workflows do you leverage to maximize private sector provider compliance with CLR submission mandates? Given that civilian provider compliance is outside the direct control of the