MODIFICATION
D -- Telephone Answering Service
- Notice Date
- 9/16/2011
- Notice Type
- Modification/Amendment
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of the Air Force, Air Mobility Command, 436th CONS, 639 Atlantic Street, Dover AFB,, Delaware, 19902-5639, United States
- ZIP Code
- 19902-5639
- Solicitation Number
- F1Q4ME1174AC02
- Archive Date
- 10/5/2011
- Point of Contact
- SHARON D. M. FRASIER, Phone: 302 677-5218
- E-Mail Address
-
sharon.frasier.1@us.af.mil
(sharon.frasier.1@us.af.mil)
- Small Business Set-Aside
- Total Small Business
- Description
- The following responses to quesitons are provided: Question: It says that no more than 500 message transfers are expected per month. What is the expected duration of each call? Response: It depends on the call, in most cases, just taking basic information and transferring the call to a provider takes less than 5 minutes. Question: Paragraph 1 of the SOW states that the contractor will accept calls on behalf of the 436th MDG 24 hours a day. While we understand that the bulk of the calls will be received in the after-hours period, we would like clarification of whether or not the contractor would have to be in standby/ always on mode should the 436th MDG in-office staff be unable to answer the telephone. If so, would the contractor refer urgent medical calls to the on-call providers during the day? Or, is there an alternate protocol for handling calls received during normal business hours? Response: The contractor should only get calls on weekends, holidays, family days, training days and in emergencies when the appt line must be shut down. Generally speaking, this coverage begins at 4:30 PM EST and ends at 7AM each day. Rarely will the call center get calls during business hours. Question: Please clarify items f (cellular text messaging) and g (digital alpha paging of messages) of Paragraph 1. Would each of the on-call physicians have a separate method of receiving message dispatches? How many on-call providers are assigned to each shift/ how many mobile devices would the contractor need to send messages to? Which carrier(s)/ devices will be in use? Response: There are currently 2 on call numbers, one for pediatrics and one for adults. These numbers are the same two numbers at all times and do not require anything more than a phone call at this time. Question: Please clarify item a of Paragraph 3; does the 500 message transfer indicate the number of calls the contractor should expect to receive? How many outbound calls, messages, transfers do you expect to be made to on-call providers each month? Response: If the contractor receives 500 calls, then approx 500 transfers would be made to the on-call provider Question: In addition to the daily transmission of messages, do you require any monthly and/or quarterly reports? Response: No Question: In the Statement of Work #1 part "i" what is meant by "Transferring of Calls" Response: Once a phone call is received by the contractor, they will be required to transfer that information to the on call provider. Question: In the Statement of Work #1 part "f" & "g" are you indicating that for most messages the Remote Answering Service will primarily deliver messages by sending them via Text message either to a alpha pager or cell phone and there will be no follow up confirmation of receipt of message? Response: We do not use texting or paging at this time. Question: In the Statement of Work #1 part "a" would a toll free number included in the cost of the service agreement suffice rather than providing a local Dover DE number. Response: Yes Question: In the Statement of Work #1 in the 4th sentence it says " When requested, contractor will transfer health care provider (returning calls) to patients' phone number." Would it be permitted to have a method that this process would be automated where as if the health care provider wants to mask the identity of the phone number that they are calling from, we would provide them a dial-in link to call the patient that would pass different Caller ID." " Response: The idea is not only to mask the providers home phone number but also to limit the amount of leg work the provider must do to subsequently reach the patient.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/USAF/AMC/436CONS/F1Q4ME1174AC02/listing.html)
- Record
- SN02580099-W 20110918/110916235813-fc2fc9af939c94794ac51f4336bbe53e (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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