ࡱ> 8:567#` bjbjmm .& 2(;<w v x x x x x x $) h   iiiv iv iijF  `̵v2b  0 J!_!dF !F r i  _ ,4-&b. .4&b  Statement of Work Call Center Combat Veteran Initiative 1.0 Background Of the over 850,000 veterans deployed to the Global War on Terrorism (GWOT), it is believed that over 550,000 have not utilized the Veterans Health Administration (VHA) for any of their health care needs. The general message that the Department of Veterans Affairs (VA) will actively assist these individuals with their health care and benefits needs must be communicated to these veterans. This step is necessary to educate and inform this population of their potentially enhanced benefits and provide proactive assistance where needed. Theres also a population of between 17,000 and 30,000 veterans who based on their wartime injuries are considered candidates for care management. These individuals need to be contacted to ensure their individual needs are being met with an effort which is equivalent to the sacrifices these individuals have made for their country. 2.0 Purpose The purpose of this task is to conduct an outreach and education campaign via the telephone to make war time veterans more aware of the services available to veterans from VA. The campaign will target two specific groups of war time veterans. The first group consists of approximately 550,000 returning combat veterans who have not registered or accessed services offered by VA. The second group consists of approximately 30,000 veterans, some of whom may be referrals from the first group, who may be candidates for receiving more comprehensive benefits and services from VA. VA may identify additional candidates for inclusion in this campaign and add these candidates to the call list as necessary. 3.0 Scope The VHA seeks to establish a contractor-provided and managed contact center solution to support an outreach and education campaign to make combat veterans more aware of the services available to veterans. The contractor-provided contact center and its support staff shall be located within the United States. The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services to meet the requirements described in this task order Statement of Work and the base contract. The term base contract, as used in this Task Order SOW, refers to the multiple award indefinite delivery indefinite quantity USA Contact Contract awarded by GSA for Multi-Channel Contact Center Services. The Contractor shall perform all operation, technical and management functions, as described in this Task Order SOW and the base contract, to operate, plan, design, implement, operate, and manage the contact center and associated services to meet the needs of the Government. When requested, the Contractor shall provide any additional services described in the base contract, add additional communications channel(s) and/or language support, add support that may require subject matter expertise and/or specialized skills, extend the hours and/or days of operation, expand the services to support new requirements, and/or provide any special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the evolving needs of the Government. 4.0 Specific Task Requirements The contractor shall provide and maintain service of telephone representatives, ADP and telecom equipment and services, including call processing and fulfillment equipment, local and long-distance/toll-free telecommunications services, contact center facilities, and postage and materials for the purpose of conducting an outreach and education campaign to make combat veterans more aware of the services available to veterans from VA. The contractor provided solution must be fully operational and staffed in accordance with the Statement of Work and government requirements within 14 days of issuance of the task order. All facilities and technology infrastructure provided shall conform to the requirements set forth in Sections C.5 and C.6 of the base contract respectively and must be located within the United States. Specific services to be provided include: A complete solution to provide outbound calling service and inbound callback support to facilitate the outreach and education campaign to make combat veterans more aware of services available from VA. The contractor solution for both outbound calling and inbound callback support must include a database function to capture and record relevant information pertaining to the effort as specified by VA. At a minimum, the database shall be designed to capture the data elements identified in Attachment H. Outbound calling service must be supported with automated dialing system to accommodate a calling list of no less than 580,000 telephone numbers. The automated dialing system must be able to perform multiple redial functions at specified intervals and produce activity reports that identifies the nature of the call attempt (initial attempt, reattempt) and disposition for each call attempt (e.g., busy, no answer, no or incomplete number, successful call as defined in Section 4.1.1). All required long-distance and toll-free telecommunications services to reach and communicate with the target veterans residing within the United States, including up to four (4) separate toll-free telephone numbers for veterans to call after they receive a callback message from the contractor for Combat Veteran or Care Management Candidate interviews or follow-up calls. The toll-free numbers shall terminate at a contractor-provided call distribution and processing system that is equipped with an appropriate greeting message approved by VHA for both business and non-business hours. The contractor shall reassign the toll-free numbers to VA upon completion of this task. The call distribution and processing system shall also be equipped with an automated callback feature that will allow the caller to leave a callback number during busy periods for the contractor to call back. The system shall have the option of allowing the caller to specify the time and date of the callback during operating hours as specified in Section 4.3 for callback service. All technical and management services to support the task, including program management, technology management, information and relationship management, human resources management, performance management, quality assurance/quality improvement, customer satisfaction survey, management reports, security, contingency/disaster recovery, and value engineering, as described in Section C.3.5 of the base contract and this task order SOW. The contractor solution must provide sufficient capacity to perform at least 120,000 successful contacts (see Section 4.1.1) per month within the 14 day period immediately following the issuance of the task order and complete contacting all the veterans identified in the call list of approximately 580,000 veterans furnished by VA within the task order base period unless directed otherwise by the Government. VA will provide the call list to the contractor in multiple batches as VA identifies additional candidates to contact. The contractor shall provide secure email capability to ensure sensitive information transmitted is protected during transit using VA-approved encryption application. The contractor solution must also have the capacity to provide fulfillment service to veteran and family members. Fulfillments consist of forms, publications, directives and information containing VA approved or VA published material regarding veterans benefits, access to care or other information of interest to veterans, family members and members of the general public. VA will identify the specific information and forms to be made available to the contractor for fulfillment services. All fulfillment material will be provided at no cost to the contractor by VA. Fulfillments will be sent by first class postage through the USPS or via email. All costs for postage, mailing supplies and envelopes will be borne by the contractor and reimbursed by the Government as Other Direct Costs (ODC). VA estimates that approximately 5% of all successfully completed interviews with the veteran will result in a fulfillment. The estimated mailing postage fee for each fulfillment is $1.32. 4.1 Possible Outcome for Outbound Calling For outbound calling in support of this task, there are five possible outcomes as a result of attempting to contact veterans identified on the VHA call list. They are: Actual contact with the veteran and delivery of prepared scripts. Actual contact with the veteran who declined to be interviewed. The call was attempted and there was no answer and a voice mail was left with instructions for call back or someone answered and was willing to accept a call back message for the veteran. The call was attempted and there was no answer. The call was attempted and either the number has been disconnected or was not the number for the veteran. There was no number listed on the call list for the veteran or the number listed was incomplete. 4.1.1 Successful contact For this task, successful contact is defined as: successful telephone contact with the veteran identified on the VHA call list and delivery of prepared script and recording of pertinent information; or successful telephone contact with the veteran identified on the VHA call list and veteran declined to be interviewed; or successful telephone delivery of a callback message to a person or voice messaging device responding on behalf of the veteran identified on the VHA call list; or successful completion of specified number of call attempts to the veteran identified on the VHA call list within the allotted time period after encountering a no-answer or busy condition; or successful identification of wrong or disconnected telephone number; or successful identification of missing or incomplete telephone number on the call list. For past VHA outreach and education efforts, VHA had achieved a 27% success rate in contacting the intended audience. However VHAs past outreach and education efforts involved constituents that may be more reachable than the audience targeted under this task. Based on this historical information, the contractor shall provide sufficient staff to conduct and complete a minimum of 36,000 telephone interviews within the 30 day time period immediately after initial operation. Following the initial period, the contractor shall provide a solution that can perform a minimum of 120,000 successful contacts per month and handle a minimum of 36,000 telephone interviews per month until the completion of the task unless directed otherwise by the Government. 4.2 Period of Performance The period of performance for this task order shall consist of a base period lasting from the date of task order award until September 30, 2008, followed by 4 consecutive option periods of 3 months each. 4.2.1 Option to Extend the Term of Task Order The Government may exercise the option to extend the term of this task order through the option period by written notice to the contractor. The Government will give the contractor preliminary written notice of the Governments intent to extend the contract, at least 15 days before the task order expires. The preliminary notice shall not commit the Government to extension of the task order. If the Government exercises the option to extend the term of the task order, the extended task order shall be considered to include this option provision. 4.3 Hours of Operation The contractor shall perform the work from Monday through Sunday, except Federal holidays, during the following time periods: For individuals being contacted, the contractor shall conduct the calls and interviews between 10 am and 7 pm local time (time at call destination). The contractor shall provide coverage for all continental U.S plus Alaska and Hawaii time zones. For individuals who are calling back based on callback information provided by the contractor, the contractor shall respond to callbacks and conduct the interviews between 10:00 am and 12 midnight eastern time. 4.4 Work Types 4.4.1 Combat Veteran Interview The contractor shall conduct individual telephone-based interviews with a potential list of approximately 550,000 returning combat veterans identified and furnished by VHA. This group generally consists of returning wartime veterans who have not registered or accessed services offered by VA. The number of veterans on this group may increase or decrease as VHA further evaluates the pool of candidates for the campaign. For this group of veterans, the contractor shall conduct a telephone-based interview with each veteran contacted. The interview will be based on script provided by VHA. The contractor shall capture any relevant information as directed by VHA and furnish the information at specified intervals to enable VHA to assess the level of awareness of its benefits program. The data elements to be captured and the database file format will be specified by the Government. If VA-related forms and publications, as provided by VHA, are requested by the veteran during the interview, the contractor shall disburse the information promptly via first class United States postal mail. The contractor shall refer veterans with special needs identified during the interview process to other VA facilities/offices for assistance. Upon completion of the interview, the contractor shall ask the veteran if he/she will consent to a follow-up call to assess whether their needs are satisfied. The contractor shall tag each veteran who consent to the follow-up call and compile a follow-up call list to be used by the contractor to make follow-up (customer satisfaction survey) calls. The estimated average call processing time for the Combat Veteran Interviews is 5 minutes 4.4.2 Care Management Candidate Interview The contractor shall conduct individual telephone-based interviews with a potential list of approximately 30,000 returning combat veterans identified and furnished by VHA. The number of veterans on this group may increase or decrease as VHA further evaluates the pool of candidates for the campaign. Some of the veterans in this group may be referrals from the Combat Veteran Interviews. These veterans may have a need for specific VA services that require VA care management assistance. For this group of veterans, the contractor shall contact and conduct a Care Management Candidate interview with each veteran on the call list furnished by VHA to determine specific needs. To successfully complete the interview, the contractor staff will have to verify pertinent information on the veteran. The interview will be based on script pertinent information provided by VHA. The contractor shall capture any relevant information identified in the interview process as directed by VHA and furnish the information at specified intervals to enable VHA to assess needs of these veterans. The data elements to be captured and the database file format will be specified by the Government. If VA-related forms and publications, as provided by VHA, are requested by the veteran during the interview, the contractor shall disburse the information promptly via first class United States postal mail. The contractor shall refer veterans with special or immediate needs identified during the interview process to the appropriate VA facilities/offices for assistance. Upon completion of the interview, the contractor shall ask the veteran if he/she will consent to a follow-up call to assess whether their needs are satisfied. The contractor shall tag each veteran who consent to the follow-up call and compile a follow-up call list to be used by the contractor to make follow-up (customer satisfaction survey) calls. The estimated average call processing time for the Care Management Candidate Interviews is 12 minutes 4.4.3 Callback Message Delivery/Wrong Number/Declined Interview The contractor shall contact the individuals identified in the calling list provided by VHA or by callback messages left on the contractors system by responding veterans. If the call is answered by an individual other than the identified veteran, the contractor shall leave a callback message and provide a toll-free telephone number for the veteran to call back in accordance with instructions provided by VHA. If VA-related forms and publications, as provided by VHA, are requested by the answering party on behalf of the veteran, the contractor shall disburse the information promptly via first class United States postal mail or email. If a wrong number is reached, the contractor shall apologize for the error and terminate the call in a courteous manner. If the veteran declines to be interviewed, the contractor shall apologize for the inconvenience and terminate the call in a courteous manner. The contractor shall record disposition of the call in the contractors system. The estimated average call processing time for Callback Message Delivery is 2 minutes 4.4.4 Follow-Up Call The contractor shall conduct follow-up calls to all those veterans who have consented to a follow-up call in the Combat Veteran and Care Management Candidate interview process to assess whether their needs are being met by VA. The contractor shall initiate the follow-up call within seven (7) days of completing an interview with the veteran who did not request any VA approved or published publications during the interview. For any veteran who requested VA approved or published publications, the follow-up call shall be deferred until at least seven (7) days after the contractor completes the fulfillment request but no later than fourteen (14) days after the completion of the fulfillment request. The follow-up calls will be conducted based on VHA approved methodology and scoring algorithm. The follow-up calls will target veterans who were interviewed with no follow-up or referral, those with fulfillment requests, those with follow-up and those referred by the contractor to other identified sources. The estimated average call processing time for the follow-up calls is 1.5 minutes. 4.4.5 Fulfillment The contractor shall perform all functions needed to fulfill requests from veterans or family members for VA-approved and/or VA-published publications within the next business day of receiving such requests. The contractor shall send the requested publications via first class mail or electronic mail, whichever is preferred by the veteran. The contractor shall furnish all personnel, facilities, equipment and services, postages and materials needed to complete the fulfillment. The contractor shall provide a return address for both postal mail and email assigned specifically to this task to track any return publication packages. The contractor shall investigate the reasons for the return and if necessary, correct the address and resend the publication package to the veteran. The contractor shall capture the return status for each publication package requested and record the status in the database. VA will provide the publications to the contractor via bulk mail and in electronic format. The contractor shall provide adequate storage space to store up to 50 boxes of publications. The approximate dimension of the box used to ship the publications is 24 x 24 x 18. The contractor is responsible for monitoring the supply and submitting resupply requests to VHA in a timely manner to ensure continuous availability. The publications are also available at the following VA websites: Summary VA benefits:  HYPERLINK "http://www.vba.va.gov/benefit_facts/General/English/VAP21-00-12%20January%202006.pdf" http://www.vba.va.gov/benefit_facts/General/English/VAP21-00-12%20January%202006.pdf VA Health Care Overview:  HYPERLINK "http://www.va.gov/healtheligibility/Library/pubs/HealthCareOverview/" \l "Overview" http://www.va.gov/healtheligibility/Library/pubs/HealthCareOverview/#Overview 4.5 Proposed Workflow The proposed workflow processes provided below are provided only as a frame of reference as to how work is projected to be performed. The contractor shall develop the optimum workflow processes to meet project requirements, using industry best practices as applicable. The contractor is expected to manage the workflow processes and make adjustments from time to time to ensure performance objectives are met. The contractor shall obtain approval from the Government prior to implementing any changes on the workflow processes. The Government reserves the right to change the work flow requirements at any time after task order issuance to accommodate changes in program requirements on an as-needed basis. 4.5.1 Outbound Calling Service Workflow Contractor system makes outbound calls based on a calling list provided by the VHA or by callback information provided by the veterans during callback. Call answered by the intended veteran. System records time and date of call and routes call to a live agent. Agent completes the Combat Veteran Interview/Care Management Candidate Interview/Follow-Up Call in accordance with scripted instructions provided by VHA as appropriate for the call. Agent records relevant information and call disposition in the database and terminates call. If the veteran requires immediate healthcare attention or expressed the need for assistance that meets VHA specified criteria, the agent performs a warm transfer to transfer the call to a facility designated by VHA or refers the veteran to the appropriate VA facility. Scripted instructions, transfer and referral protocols and designated VA facilities/offices will be provided by VHA upon task award. If VA-related forms and publications, as provided by VHA, are requested by the veteran during the interview, the contractor shall disburse the information promptly via first class United States postal mail or electronic mail, whichever is preferred by the veteran. Agent records call disposition in the database and terminates call. Call answered by a person but intended veteran is not available or if the dialed telephone number is the wrong number. System records time and date of call and routes call to a live agent. Agent leaves a message and provides a toll-free call back number for the veteran to call back at VHA specified hours or apologizes for the dialing error in case of a wrong number. Agent records call disposition in the database and terminates call. Call encountered a busy or no-answer condition. System records time and date of the call attempt and retries the number after a specified pause interval. For busy condition, the system may retry the number after a minimum pause interval of 10 minutes. For no-answer condition, the system may retry the number after a minimum pause interval of 1 hour. A maximum of 5 dial attempts per telephone number per day may be made after encountering a busy or no-answer condition. If the system is unsuccessful in reaching the intended veteran after 14 successive days, the system shall record a no contact status for that individual in the database and terminates further call attempts for this number. Call encountered an incomplete or unreachable number. System records time and date of the call and call attempt status in database and terminates all further call attempts for this number. 4.5.2 Inbound Callback Support Workflow The veteran calls the toll-free callback number provided by the contractor. The contractor-provided call distribution and processing system greets the caller by playing a VHA approved message for the appropriate call type. If an agent is available, the call is immediately routed to the agent for assistance. Agent completes the Combat Veteran Interview/Care Management Candidate Interview/Follow-Up Call in accordance with scripted instructions provided by VHA as appropriate for the call. Agent records relevant information and call disposition in the database and terminates call. If the veteran requires immediate healthcare attention or expresses the need for assistance that meets VHA specified criteria, the agent performs a warm transfer to transfer the call to a facility designated by VHA or refers the veteran to an appropriate VHA facility. Scripted instructions, transfer and referral protocols, and designated facilities will be provided by VHA upon task award. If VA-related forms and publications, as provided by VHA, are requested by the veteran during the interview, the contractor shall disburse the information promptly via first class United States postal mail or electronic mail, whichever is preferred by the veteran. Agent records call disposition in the database and terminates call. If an agent is not available, the call shall be placed in queue with music and/or recorded message informing the veteran of the anticipated wait time until the next available agent picks up the call. If the projected wait time exceeds a time threshold specified by VHA, the contractor provided system shall offer the option for the caller to leave his or her telephone number for a callback by the contractor at a later time within the operating hours on the same day. The callback feature shall have the option of allowing the caller to either select a callback time determined by the system or by the caller. All callback requests shall be responded to within + 5 minutes of the projected or requested response time. The Government cannot predict the volume and timing of these incoming calls. The contractor shall provide a solution that enables eighty percent (80%) of the incoming calls to be responded to within twenty (20) seconds with an abandon rate of no greater than three percent (3%). 4.5.3 Communication of Calls Needing Follow-Up at VA Medical Centers and Regional Offices The contractors will be provided email groups from each VA medical center that will have 2-4 contacts. VA will also provide the contractor a locator application that will identify the nearest medical center based on zip code of the veterans address. Once the contractor concludes a call in which the veteran asks for someone from VHA to conduct a follow-up call, the contractor will email (using secure email and VA-approved encryption application) the respective facility contacts. If the veteran requests someone from the Veterans Benefits Administration (VBA) to conduct a follow-up call, the contractor shall promptly input the request into VAs Inquiry Routing and Information System (IRIS). VA will arrange to provide the contractor access to IRIS via the VA website. The minimum information that must be input is the veterans name and telephone number and a brief description of what information is needed and sufficient information to allow VBA to contact the veteran. All VBA follow-up requests will be routed in IRIS to the appropriate address designated by VBA. 5.0 Contract Staff The contractor shall provide qualified personnel in sufficient quantities to perform this task, including agents, supervisors and quality assurance personnel, project management and support staff, as described in Section C.4 of the base contract. Primary language supported for this task for both outbound calling and inbound support services will be in English, however, the contractor must have the capability to respond in other languages either with live bilingual agents or through the use of language line service. The primary foreign languages the Government is concerned with are Spanish, Tagalog, Japanese, Cantonese, and Mandarin. Based on historical information, less than .01 percent of the calls handled will require foreign language support. The contractor shall ensure that the staff possesses the appropriate qualifications and skills required to perform the task and meet minimum qualifications competencies set forth in Sections C.4.3.1, C.4.3.2, and C.4.3.3 of the base contract. The Contractor shall train and maintain the required staffing for the duration of this task, including replacements of phone agents and/or supervisory/management personnel due to attrition at no additional cost to the Government. The contractor must meet the requirements of the Federal Privacy Act and the Health Insurance Portability and Accountability Act of 1996 (HIPAA), and upon approval by VA, may use the companys own forms for this purpose. The contractor shall provide all recruiting, screening for cultural sensitivity to working with this unique population, hiring, and monitoring of staff for the project. In addition, the contractor, during the course of this activity, shall ensure, that all additional and replacement staff assigned to this project possess the same quality and extent of training expected of all callers assigned to this project prior to them making any telephone calls. The contractor shall ensure confidentiality of data and conduct security background checks commensurate with the potential for risk to VA assets for each employee prior to employee making calls for this task. A government representative will do the fingerprinting process; however, the contractor will facilitate the DHS fingerprinting requirements for each contracted employee. The contractor may be required to access certain VA systems for information to facilitate call handling. When requested, the contractor shall provide a list of agent names and their social security numbers to the VHA Project Officer and VHA Information Technology group so that agent login IDs can be established prior to attending training. These login IDs are required during the training process. The contractor shall have supervisors monitor each telephone representatives performance for quality assurance and appropriate coaching per a government supplied monitoring plan. Industry accepted customer service standards will be followed. A monitoring evaluation form will be used for this purpose. The Government will approve the methodology proposed by the contractor. The contractor shall monitor each employees performance at least two (2) times per week for the duration of the contract. Employees who do not meet acceptable customer service standards will be re-trained or released from the assignment expeditiously. 5.1 Key Personnel Project Manager, Site Manager, and Information Systems Security Manager (ISSM) are designated as Key Personnel for the purposes of supporting this task. Key Personnel shall be responsible for performing the respective functions identified in Sections C.4.1.2, C.4.1.3, and C.4.1.4 of the base contract. All proposed substitutes shall meet or exceed the qualifications of the person to be replaced and approved by the Government prior to their placement and shall have demonstrated recent past performance performing this or similar fulfillment or telephonic communication functions with this uique population or other special populations. 5.2 Training The contractor shall develop a training curriculum, approved in advance by the Government, to assure that new agents are adequately prepared and aware of military and veteran culture for the VHA assignment prior to taking calls on this contract. A minimum proficiency exam will assure readiness for the assignment. Those agents who fail to meet the proficiency standard will be released from this contract. The contractors training plan will also assure that refresher training is provided to agents whose quality monitoring scores indicate a need for retraining. All of the contractors trainers, which are or may be assigned to this project, must attend at least one of the initial training/orientation sessions delivered by the Government trainers. The contractor shall provide workspace and related equipment to support a Government training program. The contractors phone agents, supervisors/employees monitoring for quality assurance, and trainers, must complete this training. Classes shall be 16 hours with no more than 25 contractor employees in each session. The contractor will ensure immediate release of any employee who does not successfully complete the training program as identified by the contractor. The contractor shall ensure that the training environment must be operational within 7 days after task award and no later than 7 days prior to initial operation to contact veterans. 6.0 Information Systems Security The contractor shall comply with Federal information systems security requirements as described in Section C.3.5.5 of the base contract. Information pertaining to information systems security requirements specific to VA is contained in documents referenced in Attachment D. Contractor-provided information systems supporting this task must be certified and accredited as required for all Federal information systems prior to initiating operations. Based on the data elements that will be provided to facilitate telephone contact (i.e., Name (Last, First, Middle); Address (Street, City, State, Zip); and Contact Information (Home Telephone Number); the risk categorization of the contractor database has been evaluated as low risk based on the criteria set forth in FIPS 199. If additional data elements are collected and stored in the database, the risk categorization of the contractor database will need to be reevaluated and additional security controls implemented if category of risk increases from low to Moderate or High Risk. The contractor is responsible for preparing all certification and accreditation documents as applicable, and complying with requirements for Federal information systems prior to operation. 7.0 Quality Control The contractor shall develop, implement, and manage a Quality Control/Quality Improvement program to ensure that contact center personnel are performing in accordance with performance standards approved by the Government. At a minimum, the plan shall address access for random remote monitoring by the Government, service monitoring and calibration, effectiveness of service delivery, and a quality improvement program, as described in Section C.9 of the base contract. The contractor shall make available to the Government at no additional cost, access to remote monitoring capability to enable the Government to monitor task performance. The contractor shall develop internal controls and procedures to ensure established performance criteria are met and to promptly identify and resolve performance problems. The Governments plan to access remote monitoring will incorporate random reviews of scored calls against the Governments review. Weekly the Government will contact the contractor and provide a report on the calls that were scored and any corrected action that is necessary to ensure calls are being scored accurately. The contractors personnel responsible for performance quality shall develop a performance monitoring and evaluation form and work closely with the Government to obtain approval of the form. The contractor shall hold weekly calibration sessions with the Government to ensure that both the Government and contractor define and perceive customer interactions in the same manner. As the contractor gains more experience in task performance, the Government may reduce the frequency of the calibration sessions. The contractors quality professionals shall monitor each full time telephone representative a minimum of 2 times a week and shall prorate the monitoring sessions for part time representatives so that they receive the same level of monitoring as do full time employees. The contractor shall provide performance monitoring and evaluation results to the Government Project Officer on a monthly basis. Employees who do not meet acceptable customer service standards are to be retrained or released from the assignment expeditiously. 8.0 Management Reports The contractor shall provide daily, weekly, and monthly reports on task activities for both outbound calling and inbound callback support. The reports shall include a cumulative summary of task activities for the entire task duration. Specific report formats, data elements, and frequency of reports shall be coordinated with and approved by the Government prior to the delivery of the reports. The reports shall be formatted and delivered via email to designated VHA official(s) in a timely manner. Daily and weekly reports are due the next business day. Monthly reports are due within 3 business days after the completion of the month. 8.1 Outbound Calling Service Activity Reports The contractor shall provide activity reports for outbound calling service on a daily, weekly and monthly basis. Separate reports shall be provided for Combat Veteran Interview, Care Management Candidate Interview, and Follow-Up call activities. The reports shall include, at a minimum, the following elements for each reported interval: Total number of available numbers to be called at the beginning of the report interval Number of call attempts made to unique telephone numbers successfully (dialing of complete telephone number) Number of call attempts to incomplete telephone numbers Number of reattempts made successfully (dialing of complete telephone number) Total number of successful attempts Number of completed interviews/follow-up calls Average handle time for completing interviews/follow-up calls Number of complete callback messages delivered Number of veterans who declined interview Average handle time for delivering callback messages Number of wrong numbers encountered Average handle time for identifying/resolving wrong number calls Number of no numbers/incomplete numbers encountered Number of no answers encountered Number of busys encountered Number of numbers removed from call list as a result of meeting multiple attempts criteria for successful contact Number of numbers removed from call list as a result of meeting criteria for successful contact Number of available numbers to be called at the end of the report period Number of fulfillment requests Number of calls transferred 8.2 Inbound Callback Activity Reports The contractor shall provide activity reports for inbound callback support on a daily, weekly, and monthly basis. Separate reports shall be provided for Combat Veteran Interview, Care Management Candidate Interview, and callback on Follow-Up call activities. The reports shall include, at a minimum, the following elements for the reported interval: Number of inbound calls offered Number of inbound calls handled Number of calls abandoned Service level (80% of calls responded to within 20 seconds) Abandon rate Average time in queue before answered (ASA) Longest wait time before abandonment Average time in queue before abandonment (ATA) Number of completed interviews/follow-up calls Number of veterans who declined interview Number of callback requests Number of callbacks originated Number of failed callbacks (busy, no answer, wrong number) Number of callback reattempts Average response time for callbacks Average talk time Average wrap up time Average overall handle time Number of fulfillment requests Number of calls transferred 8.3 Performance Reports The contractor shall provide performance monitoring and evaluation reports on a monthly basis. The reports shall include, at a minimum, the following elements for the reported interval: Target number of monthly monitors Actual number of monthly monitors completed Average score and range of scores % of monitors with scores above a specified level 8.4 Outreach Feedback/Assessment Report The contractor shall capture predetermined data fields relevant to the interviews as specified by the VHA provided interview script in a database and provide the complete database electronically to designated VHA official(s) on a monthly basis. The Contractor shall implement appropriate measure to adequately protect all sensitive data housed in the database and encrypt sensitive data in transit between the contractor and VHA to protect the confidentiality of the data. 9.0 Schedule of Deliverables The contractor shall provide the following deliverables in accordance with the schedule set forth in Table-1 below. The content of these deliverables shall conform to the description contained in Section C.10 of the base contract. The deliverables shall be provided in MS Word, PowerPoint, Excel, or MS Project format, as appropriate, and in hard copy. The contractor shall review all deliverables on a continual basis throughout the life of the contract in order to maintain their accuracy and appropriateness to the current operating environment. Subsequent to their initial acceptance by the Government, any changes to these deliverables shall require Government review and approval prior to their implementation. All documents and reports delivered under this task order shall contain complete and accurate information, be timely, and provided in the specified format. Deliverables under this task order will be reviewed by the Government for completeness and accuracy. The Government will accept or reject the deliverables in writing within 10 working days from date of receipt. Table 9-1: Schedule of DeliverablesDeliverableDue Date/Update Frequencya.Project Plan2 days after Task Order awardb.Security Plan/Certification & Accreditation Letter7 days after Task Order awardc.Quality Control Plan14 days after Task Order awardd.Training Plan and Curriculum7 days after Task Order awarde.Various Status, Operational, & Management ReportsNext business day/ Daily & Weekly Reports 3 days after completion of month/ Monthly Reports 10. Performance Standards This section outlines the performance standards that the contractor is required to meet in performing the task. The contractor is encouraged to use innovative approaches to meet or exceed the standards specified herein. The contractor shall perform all task requirements in accordance with the performance levels and sample calculations specified in Table 10-1. The Government reserves the right to adjust or suspend the performance standards individually or in their entirety, and/or add other performance metrics as deemed necessary at any time during the performance period of this task order. Any adjustment, suspension, and/or addition shall be in collaboration with the contractor and with sufficient notice for change management. Table 10-1 Performance Standards Performance IndicatorSample Calculation (Actual calculations to be determined during Contract negotiations)Expected Target Performance*Frequency of Measure/ ReportingService Level (Inbound Callback)(Calls answered within 20 seconds + Calls abandoned within 20 seconds)/(Total calls answered + Total calls abandoned)80% within 20 secondsDaily/ Weekly/ MonthlyAbandonment3%Daily/ Weekly/ MonthlyQuality of Service Delivery Outbound Calling Service & Inbound Callback(Total number of points achieved (based on a mutually agreed on standard)) / (Total number of points available for quality of service scores) 94% or better Monthly/ MonthlyFulfillment(Total number of packages mailed) / (Total number of requests received)95% % Within 1 Business DayWeekly/ Monthly/ MonthlyService Availability(Total time in the month (in minutes) total time service is not available during that month (in minutes)) / (Total time in the month) 99.9%Daily/ Monthly* Expected Target Performance is measured over a monthly period. 11.0 Government Responsibilities The Government will be responsible for providing the following: Calling list/interview database to include format/specifications for capturing and recording relevant information Interview script/callback message Approval of greeting message Government employee to participate in train the trainer sessions Transfer/referral protocols Approval of quality monitoring protocols Participation in calibration sessions Approval of customer satisfaction survey methodology and scoring algorithm VA approved and VA published publications for fulfillment 12.0 Contracting Officer Technical Representative (COTR) The COTR for this task order is: (The name and contact information for the COTR will be provided at the time of task order award) 13.0 Billing and Payment The original of each invoice, with supporting documentation, shall be submitted to the Invoice Paying Office designated below. Invoice shall be submitted on official company letterhead. A copy of the invoice shall be submitted to GSA and a designated VA representative electronically at the time the invoice is submitted for payment. (The name and contact information for the Invoice Paying Office and GSA will be provided at the time of task order award) 13.1 Invoices An invoice for specified work performed under this task order shall be submitted monthly to the Invoice Paying Office identified in Section C.13 of this task order SOW. Monthly invoices shall be submitted within 30 days following the completion of the invoice period. At the time of invoice submission, a copy of shall be provided in electronic format to the COTR and GSA representative identified in Sections 12 and 13 of this task order SOW. The contractor shall maintain and make available to the Government upon request, copies of paid invoices, receipts, and travel vouchers (completed in accordance with Federal Travel Regulations). 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