TRICARE Overseas Program (TOP) 2028 Second DRAFT Request for Proposal (RFP)

Questions & Answers / Clarifications

This document contains responses from the TRICARE Overseas Program (TOP) Office to industry questions regarding Draft 2 of the TOP 2028 Request for Proposal (RFP).

• Historical Data: The TOP Office is collating and will provide several data sets to support competition, including enrollment, claims, aeromedical evacuation, authorization requests, customer service, translation, medical capability, case notification, and TRICARE Service Center walk-in data. Proprietary constraints prevent the release of specific CDRL deliverables and detailed provider information.
• Claims Administration & Financial Operations: Information and requirements will be included in Section G of the Final Draft RFP.
• Systems and Interfaces: Data exchange specifications will follow X12 EDI standards (e.g., HIPAA ASC X12), with system interface specifications in the CDRL (R180) B2B Questionnaire. Contractor-furnished systems are defined in DFARS 252.204-7012.
• Transition: Attachment J-4 lists TRICARE Service Center locations, phone lines, equipment, and workspace. CY25 walk-in visit data for each location is being released.
• Security Accreditation: Baseline requirements include NIST SP 800-171. CMMC status is required as specified in the contract. FedRAMP Moderate equivalency is the minimum for cloud computing services; FedRAMP High is recommended for direct CSP interfaces to the B2B Gateway. ATO process is not applicable for performance-based/non-IT service contracts.
• KPI Definitions: KPIs are identified in CDRLs and throughout the contract/manuals. Baseline reports are proprietary and will not be shared; contractors must build programs to meet targets. Section H of the Final RFP will detail performance incentives.
• Data Residency: Data storage and processing must be in US or US outlying areas or DoD on premises. Compliance with DoD Security Rules and Host Nation Laws is required.
• Translation Services: The government is considering revisions to allow for AI/machine translation with a single qualified linguist to certify the final product, emphasizing outcomes over prescriptive methods for medical record translation and tele/video interpretation.

This Q&A document provides crucial clarifications on data availability, system requirements, security, and operational processes, directly impacting how bidders should prepare their proposals and understand performance expectations. The government is considering several suggestions for revisions to the PWS language.

Form / Attachment / Pricing Sheet

This document provides instructions for potential offerors to request historical workload data for the TRICARE Overseas Program (TOP). It also outlines the types of data available and the process for submission.

• Available Data Categories: Claims Data (CY 23-CY25), Summary Enrollment Data (CY25), Referral Data (CY25), Aeromedical Evac Data (01SEPT24-31AUG25), Authorization Requests (CY25), Customer Service Data (CY24-25), Historical Translation Data (01SEPT24-31AUG25), Medical Capability Reports (01SEPT23-31AUG25), Notification of Case (NOC) Data (FEB25-JAN26), TOP21 Claims Processing Volumes (CY22-CY25), TRICARE Service Center Walk-Ins (CY25).
• Data Classification: Designated as "Controlled Unclassified Information (CUI)".
• Request Process: Potential offerors must submit a request via email.
• Required Attachment: A signed "Historical Data Attachment 1, Non-Disclosure Agreement" must be returned.
• Email Submission Requirements: Include website address, CAGE Code, DUNS number (or statement of absence), and point of contact information.
• Submission Contact: Email Mr. Matthew Lechner (matthew.d.lechner2.civ@health.mil) with courtesy copies to Mr. Matthew Anderson (matthew.l.anderson18.civ@health.mil) and Dawn Ruther (dawn.r.ruther.civ@health.mil).
• Email Subject Line: "TOP 2028 Data Request."
• Data Delivery: Approved offerors will receive data via a "DoD Safe" website link.

This document is crucial for potential bidders who wish to obtain historical data to inform their proposals for the TOP 2028 requirement. It details the specific data available, the strict requirements for requesting it (including the NDA), and the submission process. Bidders must be identified as potential offerors by DHA to receive the data. Failure to comply with these instructions will result in data denial.

Other / Unclassified

This document, "TOP 2028 DRAFT TOM Chapter 24.docx," is a draft chapter from the TRICARE Overseas Program (TOP) manual, specifically Chapter 24, which covers various operational aspects. It is divided into multiple sections detailing administrative requirements, transition procedures, financial administration, private sector care provider management, eligibility and enrollment, clinical operations, ambulance/aeromedical evacuation services, claims processing, communications and customer service, appeals and hearings, program integrity, government/contractor interfaces, and specific program details like TOP Prime, TOP Prime Remote, TRICARE For Life, TRICARE Plus, Supplemental Health Care Program, the Philippines Preferred Provider Network, and the Point of Contact (POC) Program.

This document outlines the comprehensive operational framework, policies, and procedures for the TRICARE Overseas Program. Potential bidders should review this chapter to understand the detailed requirements, standards, and expectations for contractors operating within the TOP. Key areas of interest include:

• Administrative and Contractual Requirements: Understanding general administrative rules, contractor responsibilities, and interfaces with government entities (Sections 1, 13).
• Transition Procedures: Details on how contractors manage transition-in and transition-out activities (Section 2).
• Financial and Claims Processing: Specifics on payment policies, claims submission, timeliness standards, and reimbursement (Sections 3, 8).
• Provider Network Management: Requirements for developing and managing private sector care provider networks (Section 4).
• Eligibility, Enrollment, and Customer Service: Procedures for beneficiary eligibility verification, enrollment, and customer support (Sections 5, 9).
• Clinical Operations and Program Integrity: Guidelines for medical management, utilization review, and fraud prevention (Sections 6, 12).
• Specific Program Details: Understanding the nuances of programs like TOP Prime, TOP Prime Remote, TRICARE For Life, TRICARE Plus, and others, which define service delivery and beneficiary access (Sections 14-19).

This chapter provides critical context for any organization considering bidding on contracts related to the TRICARE Overseas Program, detailing the operational landscape and performance expectations.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the requirements for the TRICARE Overseas Program (TOP), managed by the Defense Health Agency (DHA) for the Department of Defense (DoD). The program provides comprehensive healthcare support to eligible beneficiaries outside the United States and the District of Columbia, supplementing direct care systems and supporting remote overseas locations.

The contractor shall provide a wide range of healthcare support services, including:

• Network development and management of private sector care providers.
• Appointment scheduling and enrollment services.
• Medically necessary evacuations (medevacs).
• Medical documentation collection, interpretation, and translation.
• Clinical operations: medical management, case management, population healthcare, utilization management, referral management, and clinical quality management.
• Customer service and call center operations.
• Beneficiary and provider education and marketing.
• Claims processing and coding.
• Limited services to other TRICARE-eligible beneficiaries as specified.

Key performance areas include:

• Quality Overseas Healthcare System: Ensuring high-quality care compliant with international standards, integrating overseas and direct care systems, and optimizing digital health solutions.
• Flexible, Adaptable Structure: Implementing adaptable management processes to meet mission needs.
• Optimal Beneficiary Experience: Meeting access to care requirements, delivering patient-centered services, and modernizing the care experience.
• Combat Support Agency Role: Providing private sector healthcare solutions to support Combatant Commands.

Specific requirements include meeting Access to Care (ATC) standards, maintaining network adequacy, ensuring provider qualifications, and adhering to strict reporting and documentation timelines (e.g., monthly reports, daily updates for certain clinical information).

Services are to be provided outside the United States and the District of Columbia, covering designated TRICARE Overseas Program (TOP) Prime and Prime Remote locations, as well as non-designated remote locations.

• Contractor must establish and maintain effective management strategies, qualified leadership, and sufficient staffing.
• A comprehensive Quality Management/Quality Improvement (QM/QI) program is required.
• Compliance with TRICARE Manuals (TPM, TRM, TSM, TOM) and statutory/regulatory authority (10 USC, 32 CFR) is mandatory.
• Transition-in and transition-out requirements must be met.
• Specific requirements for provider network development, including English language proficiency for providers and network contingency support.
• Medical record collection and translation services are critical.
• Claims processing must adhere to TRICARE benefit policies and coordination of benefits with other health insurance.
• Customer service must be available 24/7 via multiple channels, including call centers and a mobile application.
• Interpretation services are required for various languages.
• A secure, HIPAA-compliant information system/data repository must be maintained.
• Interfaces with MHS GENESIS and other relevant systems are required.
• Performance incentives and award fees are detailed in Section H.

Form / Attachment / Pricing Sheet

This document, "TOP 2028 DRAFT Section J.docx," serves as a critical attachment to the contract, incorporating various other documents by reference. Contractors are required to comply with the directions provided within this section. Documentation incorporated by reference has the same force and effect as if set forth in full.

This section lists numerous draft and pending exhibits, attachments, and reports that form an integral part of the contract. These include, but are not limited to:

• Prime Locations: Draft lists of prime and remote locations (J-1, J-2, J-3).
• Government Furnished Space and Equipment: Details on provided resources (J-4).
• Special Conditions: Specific payment conditions for healthcare in Japan and administrative charges (J-7, J-8).
• Medical Capabilities & Reporting: Requirements for medical capability reports, MHS Genesis documentation, and various data files (J-10, J-15, J-16, J-17).
• Quality Assurance & Performance: Plans and reports related to quality assurance, performance monitoring, and award fees (J-14, J-20, P010, P070, Q010, Q020, Q030, Q050, Q090, SA010).
• Contract Data Requirements List (CDRL): Exhibit A details the DD Forms 1423-1.
• Numerous Reports: A comprehensive list of draft and pending reports covering management, quality, clinical data, financial reconciliation, appeals, fraud, and more (D010 through R240).
• Plans: Various draft and pending plans including transition-in/out, continuity of operations, security, and quality management (P010 through P130).
• Memoranda of Understanding (MOUs): Draft MOUs with various entities, including regional contractors, healthcare providers, and government agencies (A020 through A040, A170, R070 through R130, R090, R100, R110, R120, R130).

This document is crucial for bidders as it outlines the extensive list of required documentation, reports, plans, and exhibits that will be incorporated into the contract. Understanding these requirements is essential for developing accurate proposals and ensuring compliance if awarded the contract. Bidders should pay close attention to the "DRAFT" and "PENDING" designations, as these indicate areas that may be subject to change or further definition.

Questions & Answers / Clarifications

This document contains questions and comments submitted by potential bidders regarding the TOP28 Draft RFP, along with the government's responses.

This document appears to be a template or an empty form for submitting questions and comments. It lists "Solicitation Citation & Paragraph," "Question/Comment," and "No." as columns, but no actual questions or answers are provided in the extracted text. Therefore, no specific clarifications can be summarized.

As no questions or answers are present, there is no impact on the solicitation requirements, due dates, or submission rules based on this document.

Questions & Answers / Clarifications

This document contains questions from industry regarding the draft RFP for the TOP28 contract and requests for feedback on specific requirements. It aims to gather information to refine the final RFP.

• Corporate Overview and Strategic Interest: Bidders are asked to provide an overview of their company and strategic interest in the TOP28 contract.
• Relevant Experience and Capabilities: This section requires detailed descriptions of past performance on similar contracts, lessons learned, experience managing overseas healthcare provider networks, and capabilities in processing foreign medical claims (including those not using standard CPT/ICD codes). Experience with collecting and translating foreign medical records, potentially using AI tools, is also requested.
• Implementation and Transition: Bidders need to outline their plan for readiness within a 12-month transition period and identify potential barriers and mitigation strategies.
• Draft RFP Feedback: Industry is asked to identify challenging requirements in the draft RFP, explain the challenges, and suggest modifications. They are also requested to list any requirements needing further clarification.

This document is intended to inform the development of the final RFP by addressing industry concerns and clarifying requirements. Bidders should review these questions and feedback areas to understand the government's expectations and potential areas of focus for the final solicitation.

Form / Attachment / Pricing Sheet

This document provides instructions for potential offerors to request historical workload data for the TRICARE OVERSEAS PROGRAM (TOP). The data is designated as Controlled Unclassified Information (CUI) and requires a Non-Disclosure Agreement (NDA) to be submitted.

• Available Data: Workload summaries for aeromedical evacuations, claims, customer service, enrollment, medical capability reports, referrals, and translations.
• Data Classification: Controlled Unclassified Information (CUI).
• Requirement: Potential offerors must submit a signed Historical Data Attachment 1, Non-Disclosure Agreement.
• Request Submission: Email the signed NDA, along with website address, CAGE Code, DUNS number (or statement of absence), and point of contact information to Mr. Matthew Lechner (matthew.d.lechner2.civ@health.mil), with courtesy copies to Mr. Matthew Anderson (matthew.l.anderson18.civ@health.mil) and Dawn Ruther (dawn.r.ruther.civ@health.mil).
• Email Subject Line: "TOP 2028 Data Request."

This document is crucial for potential bidders who require historical workload data to prepare their proposals for the TOP 2028 requirement. It outlines the specific steps, required documentation (NDA), and contact information necessary to obtain this sensitive data. The Defense Health Agency (DHA) will review requests and determine eligibility at its sole discretion. Approved offerors will receive a link to download the data via the "DoD Safe" website.

Form / Attachment / Pricing Sheet

This document is a Non-Disclosure Agreement (NDA) required for potential offerors participating in a Department of Defense (DOD) solicitation for the TRICARE Overseas Program (TOP). It outlines the terms under which the Defense Health Agency (DHA) will disclose historical workload summary data to potential offerors.

• Parties: Defense Health Agency (DHA) and the potential offeror (Recipient).
• Confidential and Protected Information: Defined as historical workload summary data.
• Use Restrictions: The Recipient shall use the information solely for participation as a potential offeror in the specified solicitation and not for any other commercial or government purposes.
• Confidentiality Obligations: The Recipient must maintain the confidentiality of the information, protect it from unauthorized disclosure, and use a reasonable degree of care.
• Employee/Subcontractor Responsibility: The Recipient is responsible for compliance by its employees, subcontractors, vendors, and partners.
• Reporting: Prompt reporting of any mishandling, loss, or unauthorized disclosure is required.
• Data Destruction/Return: Upon request or when no longer needed for the solicitation, the Recipient must follow DHA Contracting Officer instructions for destruction or return of data.
• Governing Law: The agreement is governed by the laws of the United States.

Potential bidders must review and agree to this NDA to access the historical workload summary data. Signing this agreement is a prerequisite for receiving and using this sensitive information, which may be crucial for understanding the scope and requirements of the TRICARE Overseas Program solicitation and preparing a responsive proposal.