SAM #RC3_20261030

DHA RFI for Enterprise Referral Care Coordination Center services and draft PWS feedback

The Defense Health Agency (DHA) is gathering industry feedback on a draft enterprise referral-care coordination requirement for its Military Treatment Facilities (MTFs) and clinics. - Opportunity and response purpose - This is an RFI and market-research activity for the Enterprise Referral Care Coordination Center Contract (RC3), not a request for bids or proposals. - DHA seeks questions and comments on the draft Performance Work Statement (PWS), submitted using the provided comment worksheet. - Planned service scope - Establish and operate an enterprise service supporting DHA MTFs and clinics, including patient appointment scheduling, referral processing and tracking, referral navigation, and beneficiary care coordination. - Provide telephonic scheduling, secure synchronous and asynchronous chat, patient outreach, report retrieval, direct-care referral processing and closure, and support for Right of First Refusal. - Provide analytics, dashboards, and machine-learning-assisted performance improvement. In-person Care Coordination Specialists are required at each of the Core 15 MTFs. - Notable draft performance standards include 95% first-contact resolution and 95% uptime for telephony and synchronous chat; referral processing timelines also apply. - Other requirements described in attachments - Staff must complete applicable DHA training, including privacy, cybersecurity, safety, security, CUI, OPSEC, antiterrorism, insider-threat, records-management, and role-specific courses. Deadlines and refresh cycles vary by course. - Supplemental software and cloud terms address Government data ownership and privacy, limits on secondary use and AI/ML training, U.S.-based data residency in specified certified environments, secure remote access, cyber-incident reporting within one hour, data portability, transition assistance, and certified data destruction. - A separate personnel form and guide describes processing of security-investigation and childcare-background-check packages; it is administrative guidance rather than a specified RC3 product purchase. - Schedule and contract structure - No start or award date is provided. The draft describes a transition period plus a base period totaling no more than 12 months in the first contract year, followed by four 12-month option years, for five years total. - Transition-in may last up to one year after award and is planned in waves; Phase 0 is the first 30 calendar days and is non-operational. The Government may require up to 180 calendar days of transition-out during the final exercised option year. - Commercial details - No OEM, named vendor, product part number, or purchase quantity is specified. This is principally a services requirement; the estimated value below is an analytical estimate, not a stated Government amount.

Description

Defense Health Agency Request for Information (RFI) – Enterprise Referral Care Coordination Center Contract (RC3)

DHA, Assistant Director for Research, Development, and Acquisition (AD-RDA), Portfolio Acquisition Executive for Medical Services (PAE-MS), Program Management Office for Enterprise Medical Services (PMO-EMS)

1. Introduction The Defense Health Agency (DHA) is requesting questions from Industry to the Draft PWS to assist in clarifying the Government’s requirement of the Referral Care Coordination Center Contract (RC3). This RFI is for informational purposes only and does not constitute a solicitation for proposals or bids.

2. Background The Defense Health Agency is conducting market research to identify potential solutions for delivering appointing, referral management, and care coordination at all DHA MTFs.

3. Objectives The primary objective of this RFI is to: Obtain Industry Questions and Feedback to the Draft PWS. 

4. Submission Instructions Responses to this PWS should be submitted electronically on the provided Draft PWS Comment Microsoft Excel Worksheet format no later than November 13, 2026, at 1200 ET (Noon). Responses should be sent to DHA NCR AD SPT CAE Mailbox DHA  Enterprise RC3 Acq dha.ncr.AD-SPT-CAE.mbx.dha-enterprise-rc3-acq@health.mil with the subject line "RFI Response – RC3 PWS FEEDBACK."

The only feedback the Government will be providing will be answers to questions received. Questions not related to the PWS will be considered out of scope of the RFI and will not be answered. Documents not responsive to the RFI will not be considered. Vendors are highly discouraged in responding to this RFI with vendor information such as brochures, advertisements, or other generic material.

5. Disclaimer This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Responses to this RFI will not be considered as proposals or offers, nor will they result in a contract. The DHA will not reimburse respondents for any costs incurred in responding to this RFI. Information provided in response to this RFI will be used solely for the purpose of PWS revisions, clarifications, planning, and decision-making.

6. Thank you for continued support and interest in this requirement 

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