Postal Service Health Benefits Central Enrollment System and Customization Services; Indefinite Delivery, Indefinite Quantity (IDIQ) The Office of Personnel Management’s (OPM) intent is to provide a draft solicitation to include the following attachments: Attachment 1 – DRAFT Performance Work Statement Attachment 2 – DRAFT Requirements Traceability Matrix Any documents mentioned in the DRAFT Attachments that have not been included in this special announcement will be made available at a time when the finalized solicitation is posted on SAM.gov. The purpose of this DRAFT release is to obtain the following feedback from industry in preparation for a future finalized solicitation: Draft Performance Work Statement (PWS) and Requirements Traceability Matrix (RTM) Feedback. The draft PWS and RTM are issued solely for information and planning purposes – it does not constitute an RFP or a promise to issue an RFP in the future. This draft PWS and RTM do not commit the Government to contract for any supply or service whatsoever. Further, the OPM is not seeking proposals at this time and will not accept unsolicited proposals. The OPM is seeking robust and meaningful assistance from industry as part of this market research effort. Attached please find the draft PWS and RTM related to the upcoming Postal Service Health Benefits Program (PSHBP) solicitation. OPM wants to ensure that the PWS and RTM are comprehensive, complete, unambiguous, and provide clear direction to the industry community. To that end, the OPM would appreciate your recommendations on potential changes to the Draft PWS and Draft RTM that would achieve those objectives. The OPM Office of Procurement Operations (OPO) will review the recommendations and may, or may not, make changes to the PWS and RTM. Instructions: For the purposes of this Draft RFP, for both the Draft PWS and the Draft RTM, recommendations should be returned via in-line response to the draft documents. Proposed changes in Word should be captured in Track Changes mode. In Excel, any cell with a proposed change should have a yellow highlight. In addition, respondents may provide any narrative responses or justifications for proposed edits as comments, either in the PWS Word document, or the RTM Excel column labeled “Respondent Comments.” Finally, if necessary, respondents may provide additional recommendations, observations and commentary in a Word document (Not to exceed 5 pages, single-spaced, Times New Roman; 12-point font). Please limit your response to recommendations on the PWS and RTM. OPM will disregard all other response material (e.g., marketing sales material, general company background, etc.). Customer Service Center Feedback OPM is seeking industry feedback on a customer service center, including staffing. Below are general requirements. OPM would like to understand if industry typically includes this capability within its suite for Central Enrollment Processing, or if industry typically partners with others for this service. OPM is requesting industry feedback on additional capabilities that OPM should consider for a customer service call center, and if there are benefits or value to OPM in procuring this service separately or in conjunction with the Central Enrollment Portal (CEP). In addition, OPM is asking for industry feedback on the risks associated with including this requirement within the Postal Services Health Benefits System procurement, especially as it relates to a tight schedule, necessary subcontracting, or teaming arrangements between multiple vendors. General Requirements - CEP Customer Service Center and Staffing The contractor shall establish and staff a customer service center that would help in answering questions, comparing health plans and benefits, and making enrollment changes. The contractor shall ensure the Customer Service Center effectively and efficiently interfaces with the PSHBS Portal as needed for requests that are account specific, such as when an enrollee does not remember what plan they enrolled in. The contractor shall develop and deliver PSHBS Customer Service Center that will accept enrollments and answer general benefit questions. The Call Center must offer year-round, multi-lingual customer service to answer inquiries and provide enrollment assistance by phone, email, and live chat in the U.S. and internationally. Staffing must be adjusted to accommodate the substantial increase in utilization during the annual Open Season. The contractor shall establish and maintain a repository of eligibility and enrollment policies based upon OPM-provided guidance. In addition, the contractor shall provide staffing services to operate enrollment functions, including entering enrollments received by phone into the PSHBS for enrollment processing, enrollment reconciliation and payment reconciliation. This would include making initial decisions on exception enrollments such as belated enrollments that are not enabled by the system, verifying family member eligibility documents uploaded to PSHBS, and resolving enrollment and payment reconciliation issues. Instructions: As it relates to the Customer Service Center, please address the items above and provide all recommendations, observations, and commentary in a Word document (Not to exceed 3 pages, single-spaced, Times New Roman; 12-point font). COMMENT RESPONSE DUE DATE: Comments to this draft must be submitted, in accordance with (IAW) para. 1 & 2 above, by 5:00 pm (Eastern) Friday, December 2, 2022, by email to
[email protected] with the following subject line: “ DRAFT RFP FEEDBACK - REFERENCE # 24322623R0001 .” The Government intends to award a single Indefinite Delivery Indefinite Quantity (IDIQ) award contract to provide Postal Service Health Benefits Central Enrollment System and Customization Services IAW Draft Attachments 1 & 2. The period of performance consists of the following: Base Period: One Year beginning on or around March 15, 2023. Option Period 1: One Additional Year Option Period 2: One Additional Year Option Period 3: One Additional Year Option Period 4: One Additional Year The North American Industrial Classification System (NAICS) code is 513210 with the corresponding small business size standard of $41.5 million. This acquisition is unrestricted and full and open. Any amendments to this DRAFT RFP will be posted on this website. Contractors are advised to check the SAM.gov website periodically for any amendments or future announcements regarding this requirement. A finalized RFP is anticipated to be posted to the SAM.gov website under Solicitation No.: 24322623R0001 on or about Monday, January 16, 2023 with proposals due on or about Tuesday, January 31, 2023 . Proposal suspense information will be contained in the finalized RFP. An RFP mailing list will not be compiled, and documents will not be sent out in paper copy. IMPORTANT REMINDER : Offerors will be required to have an Active SAM registration at the time of proposal submission and throughout the procurement process. Therefore, any interested vendor, please verify your registration is current and active via the System for Award Management (SAM): https://sam.gov/content/home in accordance with FAR 52.204-7. This includes Offerors organized as a joint venture. DISCLAIMER: This special notice is for information purposes only. This is not a Request for Proposal. It does not constitute a solicitation and shall not be construed as a commitment by the Government. Responses in any form are not offers and the Government is under no obligation to award a contract as a result of this announcement. Any information submitted by the respondents to this announcement is strictly voluntary. The Government will not reimburse for any cost incurred for preparation of responses to this announcement.