Posted: April 18, 2025, 10:36 a.m. EDT
Title: Pre-Solicitation Notice for Global Nurse Advice Line- Next Generation (GNAL-NG)
Solicitation Number: HT001125R0044
Agency: Defense Health Agency (DHA)
Proposed Issue Date: 25 April 2025
1. Description of the Requirement
The GNAL-NG is a service available to eligible Military Health System (MHS) beneficiaries. The GNAL-NG contractor provides access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. The contractor also provides customer service and care coordination services, including provider locator support, specified Military Medical Treatment Facility (MTF) appointing services including patient demographic verification and updates, Active-Duty Service Member (ADSM) urgent care referral submissions, and customized MTF transfers to support MTF capabilities.
The government anticipates awarding a single award contract based on a best value trade-off approach that considers Technical Approach +Sub-Factors, Management Plan, Key Personnel, Small Business Participation Plan, Past Performance, and Price.
2. Format and Instructions for Proposal Submission
Offerors must submit proposals in accordance with the RFP instructions to ensure compliance, consistency, and efficient evaluation. Proposals that do not adhere to the specified format may be deemed non-compliant and may not be evaluated.
Each volume must be clearly labeled with the solicitation number, offeror's name, and the volume title on the cover page.
3. Compliance and Completeness Requirements
Offerors are advised that the following will be strictly enforced:
Each volume must be paginated.
- Completeness:
Proposals must address all RFP requirements outlined in FAR 52.212-1 (Instructions to Offerors).
Failure to include required information may result in a determination of non-responsiveness.
Do not include pricing information in volumes other than the Price Proposal.
- Compliance with Submission Instructions:
Submit proposals via the designated electronic submission platform by the due date and time specified in the solicitation.
Late proposals will not be considered, except as permitted under FAR 15.208.
4. Volume Access and Evaluation Process
- Technical Evaluation Team: Will evaluate the Technical Proposals for technical capability (effectiveness of approach and understanding of the requirements) and proposal risk.
The government will be requiring an oral presentation for the Technical evaluation criteria- the offeror shall be prepared to present live during a TEAMS meeting.
- Management Plan: Will evaluation the proposed management and transition in approach.
- Key Personnel Team: Will evaluate proposed key personnel for adherence with qualification requirements
- Small Business Team: Will evaluate Small Business Subcontracting Plans for adherence to small business participation goals.
- Past Performance Team: Will evaluate the recency, relevancy, and quality of submitted Past Performance references.
- Price Evaluation Team: Will evaluate Price Proposals for reasonableness, completeness, and balance.
5. Proposal Preparation Guidance
Clearly address technical requirements specified in the FAR 52.212-1 Instructions to Offerors and FAR 52.212-2 Evaluations, and their Addendums.
Disclaimer: This is a pre-solicitation notice and does not constitute a Request for Proposal (RFP). Interested parties should monitor SAM.gov for the official solicitation and further updates.
6. Communication during the Pre-Solicitation through Award guidance
This notice establishes strict communication protocols for the pre-solicitation phase through award of this procurement. To ensure fairness and transparency, all communication with government personnel involved in this procurement process including but not limited to project managers, evaluators, and decision-makers is strictly prohibited.
All inquiries and correspondence must be directed solely through the Contracting Officer, Ms. Nakaura Yusuf, at Nakaura.yusuf.civ@health.mil.
Any attempt to contact or influence government personnel outside of this designated channel will be considered a breach of procurement integrity and may result in:
- Immediate disqualification of your proposal
- Removal of your organization from consideration for this and future procurements
Your cooperation in maintaining the integrity of this procurement process is expected and appreciated.
Contracting Officer:
Nakaura Yusuf
nakaura.yusuf.civ@health.mil
(703) 681-5821
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Background
The Defense Health Agency, Contracting Activity, Professional Services – Contracting Division (PS-CD) is conducting market research to identify potential Contractors that may possess the expertise, capabilities, and experience to meet the Global Nurse Advice Line (GNAL) requirements. The attached 'DRAFT' Performance Work Statement (PWS) details the current program’s tasks required to meet the objectives and satisfactorily accomplish the GNAL requirement; however, the Government may consider issuance of a Statement of Objectives (SOO) in lieu of a PWS. The Government anticipates the following High-Level Objectives (HLO) for this requirement: Multimodal Call Center Operations to include mobile application, webchat, video conferencing; Telehealth Registered Nurse triage; Medical Care coordination; Medical appointment and care coordination services in the Military Healthcare System’s GENESIS electronic health record; Medical Administrative capabilities for recording, care coordination, and eligibility verification.
Work Details
The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. The contractor shall provide reliable, timely, professional, and courteous service 24 hours a day, 7 days a week to eligible MHS beneficiaries. The contractor shall achieve and maintain a high level of beneficiary satisfaction. The contractor’s Global GNAL call documentation must be clear, consistent, and sufficient with respect to caller's pre-intent, telehealth registered nurse endpoint, final disposition, patient identifiable information.
The contractor shall complete all required reports and all required deliverables in the agreed upon format with no data quality issues.
The contractor shall maintain an abandonment/drop rate of less than 5%, where abandonment is defined as both: Calls which drop after 30 seconds before reaching an individual who would have answered the call or calls that have reached the initial stage with the customer service rep but disconnect prior to completing nurse-triage and calls which reach nurse triage but disconnect prior to completing the care coordination process.
Period of Performance
The period of performance for this effort has NOT been finalized and this is NOT a Request for Proposal.
Place of Performance
The geographic location(s) where the contract will be performed has not been specified.
