Description
INTRODUCTION – The Military Health System (MHS) is in the process of analyzing and reviewing its approach, practices, and procedures for performing Hardware, Software, Maintenance and Sparing (HSMS) activities. The Government is interested in finding out about new approaches, best practices or industry standards that could better meet its needs. This RFI is intended to provide the Government with a better understanding of the methodologies, best practices, performance metrics, and service level agreements that would be available to them should it be determined that a commercial solicitation is in its best interest. In accordance with FAR 10.001(a)(3), the government will use the results from the conducted market research to determine if sources capable of satisfying the government's requirements exist. At present no decisions have been made on how these services will be acq uired. The Government requests that interested parties submit information on: HSMS Philosophy; Approach to HSMS practices; HSMS Performance Metrics; and, HSMS Service Levels BACKGROUND – The TRICARE Management Activity (TMA) is responsible for operationalizing TRICARE as the worldwide, integrated system for accessible, high quality and cost effective delivery of health care services to Department of Defense (DoD) beneficiaries. The MHS provides medical support for the full range of military deployments and peacetime support to members of the Armed Forces, their families, and others to advance national security interests. The mission of the MHS is to provide and to maintain readiness, and to provide healthcare services and support to members of the Armed Forces, their dependents and other DoD beneficiaries. The current environment is a decentralized approach in which e ach program office and military service plays an integral role in ensuring that MHS systems and infrastructure remain operational. Some systems within the MHS require "around the clock" and "around the globe" support. These services include the planning associated with infrastructure architecture and the processes that ensure the successful operations of the standard MHS automated information systems, including infrastructure support across more than 1,200 facilities in 14 managed health care regions worldwide. Many of these automated information systems have networking solutions that were installed to meet specific needs of local facilities, regional military medical commands, or a particular branch of military service. It is the Government’s desire that the provider’s approach assist the Government in moving towards a future goal of conducting all operations using a seat man agement approach. The MHS requires information and infrastructure services encompassing those services required to design, plan, implement, test, maintain, and sustain the organizations communications and computing infrastructure. The Government anticipates this work to be performed using a performance-based approach, where the provider would be required to achieve a specific level of satisfactory performance in order for service to be accepted and reimbursed by the acquiring authority. For more information please visit the TMA website at http://tricare.osd.mil/mhshome.cfm The website provides detailed information on the program offices and their deployed systems. SPECIFIC AREAS OF INTEREST The following are examples of, but are not intended to be an exhaustive or all-inclusive list of the areas of interest that the Government would like information on: 1. Program Ma nagement – The Government is interested in understanding how commercial vendors manage HSMS contracts. Specifically: a) what is the contractor’s HSMS philosophy, b) approach to development/management of Service Level Agreements (SLAs), c) approach to performance metrics, d) reporting mechanisms, and e) approach to continuous process improvement. 2. HSMS Processes and Procedures – How commercial vendors perform the HSMS systems lifecycle from receipt of trouble tickets to close out, asset tracking, capacity planning, and delivery methods. 3. Transportation Services – The Government has facilities located across the globe, some in remote or difficult to reach locations. The Government is interested in understanding how commercial vendors would be capable of meeting the Government’s unique global requirement. 4. Hardware Replacement Support – How the provider plans, manages, implements, and monitors a process to replace broken/inoperable pieces of hardware. 5. Repair Services – How the provider plans, manages, implements, and monitors all components of repair services. 6. Preventive Maintenance – How the provider plans, manages, implements, and monitors preventive maintenance services of hardware and software. 7. Equipment Disposal – How the provider plans, manages, implements, and monitors the activities associated with the removal and disposal of excess, broken and outdated material. 8. Warranty Management – How the provider plans, manages, implements, and monitors a comprehensive process for warranty management services. 9. Upgrade Parts – How the provider plans, manages, implements, and monitors a comprehensive process to upgrade pieces of equipment under the requiring activity’s area of responsibility with the latest product revisions av ailable. 10. Software Support – How the provider plans, manages, implements, and monitors a comprehensive process to maintain and upgrade software (commercial and firmware) under the requiring activity’s area of responsibility with the latest versions available. 11. Rebuild Services – How the provider plans, manages, implements, and monitors rebuild support activities. Specifically, the Composite Health Care System (CHCS) has some components that operate using Multi-user Microelectromechanical Processes Systems (MUMPS). These system components will be required for the foreseeable future. SERVICE LEVEL/PERFORMANCE METRICS – The Government is extremely interested in Service Level Agreements and Performance Metrics used by industry to measure the efficiency and effectiveness of their HSMS support. The Government is interested in operational metrics (those used to monitor d ay-to-day activities) and management metrics (those used by management to gauge key indicators of success, executive dashboard, etc.). Additionally, the Government is interested in how industry balances using leading (forecasting) and lagging (static) metrics. Since the Government is exploring the use of a performance-based contracting approach, it would be helpful to understand the service levels/performance metrics used to manage the operations, and those metrics used as a basis for payment. SUBMISSION INSTRUCTIONS – 1. Size: Submissions should not exceed 20 pages of documentation (Brochures, marketing media, or other types of products do not count against the 20 page limit). 2. Submission Address: Please submit all information to – TRICARE Management Activity Acquisition Management and Support Division ATTN: RoDonda Thompson - HSMS RFI Submission 5111 L eesburg Pike Skyline 5, Suite 550 Falls Church, Virginia 22041 3. Submission Deadline: Submissions are due to the Government by COB, 01 December 2003. NO SOLICITATION EXISTS AT THIS TIME. Information should reference Sources Sought Announcement Number N65538-04-Q-0009. Please ensure that information submitted includes company name, point of contact, telephone number, fax number and e-mail address. THE GOVERNMENT DOES NOT INTEND TO AWARD A CONTRACT ON THE BASIS OF THIS REQUEST FOR INFORMATION OR OTHERWISE PAY FOR INFORMATION SOLICITED.