1.0 COMMUNICATIONS
The Government will provide
printed and digital educational materials except for geographical-designated
area provider education materials.
1.1 The contractor
shall distribute Government-furnished materials from the national
suite of products to Markets/Military Medical Treatment Facilities
(MTFs), National Guard and Reserve units, military recruiters, other Government
agencies, and beneficiaries.
1.1.1 This will be done in conjunction
with the Government’s quarterly production schedule.
1.1.2 The Government
may also print off-cycle due to excess demand.
1.1.3 The contractor
shall adjust its distribution accordingly.
1.2 The contractor
shall submit contractor-produced educational materials to the DHA
Communications for review and approval.
1.3 DHA Communications
review and approval may take up to 60 calendar days. Approval will
be based on justification that supports a uniform image and consistency
in the provision of TRICARE Program information.
1.4 The contractor
shall include links to TRICARE’s social media, web pages, and email
subscription services in its print and digital marketing and education
materials.
1.5 The contractor shall send text
messages to enrolled beneficiaries on behalf of DHA Communications.
1.5.1 DHA Communications
will provide messaging for open enrollment season and geo-targeting
disaster messaging.
1.5.2 The contractor shall follow
federal and state privacy laws with regard to opting in or out of
text messaging services.
1.6 The contractor
shall use email aliases assigned by DHA Communications when sending
emails to beneficiaries that indicates the message is from TRICARE.
1.7 The contractor
shall use marketing toolkits provided by DHA Communications, including
briefings, emails, and text messages when communicating with beneficiaries.
1.8 The contractor
shall allow the beneficiary to opt-out of or unsubscribe from electronic
communications upon request.
2.0 CONTRACTOR ENGAGEMENT WITH
DHA COMMUNICATIONS
2.1 The contractor shall participate
in formal teleconferences with DHA Communications to discuss marketing
and education activities.
2.2 The contractor shall be available
for ad-hoc meetings upon request of DHA Communications. Subjects may
include significant legislative changes, or crisis events (e.g.,
natural disasters, war, world events, and data security events).
3.0 GENERAL
REQUIREMENTS
3.1 The contractor shall use training
material provided by DHA Communications when conducting the required
three-day TRICARE training course in accordance with
Section 2.
3.2 The contractor
shall conduct this course each quarter at locations within the contractor’s
geographical area of responsibility.
4.0 PUBLICATIONS
4.1 The contractor shall distribute
newsletters provided by DHA Communications to all enrolled and eligible beneficiaries,
Congressional offices, and Beneficiary Counseling and Assistance
Coordinators (BCACs).
4.1.1 This includes one newsletter
each quarter, with one being printed and mailed, and three being emailed.
4.1.2 The printed
newsletter will be the annual open enrollment season newsletter
delivered 60 to 90 calendar days before open enrollment season begins.
4.1.2.1 This includes one newsletter
each quarter, with one quarter being printed and mailed, and three quarters
being emailed.
4.1.2.2 The contractor shall mail the
printed version.
4.2 Use
and Development
4.2.1 The contractor shall use educational
materials provided by the DHA Communications.
4.2.2 DHA Communications
is responsible for the overall development, design, and content
writing of the materials.
4.2.3 The contractor
shall develop materials by exception using the current Military
Health System (MHS) style guide to support specific initiatives.
4.2.4 The contractor
shall coordinate its digital and print template design with DHA
Communications.
4.2.5 The contractor shall collaborate,
including review when requested, in the development of content for TRICARE
Program educational materials. This includes submitting updates
and suggesting topics for educational materials.
4.2.6 The contractor
shall discuss Publication products with DHA Communications on a
monthly basis, at a minimum.
4.2.7 The contractor
shall annually validate the names and contact information for its
communications and marketing personnel.
4.2.8 The contractor
shall communicate to DHA Communications any significant communication
and marketing personnel changes within seven calendar days of the
change.
4.2.9 The contractor shall make recommendations
quarterly to the DHA Communications about creating new materials
or updating existing materials.
4.2.10 The contractor shall identify,
verbally or in writing, educational needs arising as a result of
new or modified benefits as needed.
4.2.11 The contractor shall communicate,
collaborate and coordinate with DHA Communications Division regarding
public announcements of program changes in educational materials.
4.3 Ordering
and Storage
4.3.1 The contractor shall be responsible
for all storage, handling, and distribution of printed materials received
from the Government.
4.3.2 The contractor shall submit
initial material requests to DHA Communications with a copy to the Contracting
Officer (CO) and Government Designated Authority (GDA).
4.3.3 The contractor
shall send requests for future copies of existing materials to DHA
Communications. Requests shall follow the process and time frames
noted in the production and delivery schedule given to the contractor
by DHA Communications.
4.3.4 The contractor shall provide
DHA Communications with the storage facility address and information within
90 calendar days and provide DHA Communications with any address
changes.
4.3.5 The contractor shall use or
refer to the
https://tricare.mil website
when print material is not available.
4.3.6 DHA TRICARE
materials are maintained on
https://tricare.mil in
electronic format for downloading and distribution.
4.3.7 The contractor
shall, based on its own discretion and requests from beneficiaries,
request additional educational materials from the dental contractor
(Active Duty Service Member (ADSM) and Active Duty Family Member
(ADFM)).
4.3.8 The contractor shall inform
DHA Communications Division and the GDA of these requests one month prior
to needing the material.
4.3.9 The contractor shall, based
on its own discretion and inquiries from beneficiaries, request
additional educational materials from the pharmacy contractor.
4.3.10 The contractor shall inform
DHA Communications and the GDA of these requests one month prior
to needing the materials.
4.4 Distribution
4.4.1 The contractor
shall distribute existing, relevant DHA Communications-developed
or approved geographic area of responsibility-specific education
materials to beneficiaries, the geographical area of responsibility
Markets/MTFs, Congressional offices, and other interested parties
actively involved in or interested in the TRICARE benefit upon request,
Government direction or request. This may be done through mail or
other delivery means with the approval from the Government.
4.4.2 The contractor
shall print and mail out a welcome packet to each beneficiary or
household when there is a change in eligibility status (active duty
versus retiree) or when there is a change in TRICARE plan coverage (Prime
to Select and vice versa). Welcome packets shall include a welcome
letter, costs and fees sheet, wallet card, and the appropriate plan
or program handbook DHA communications develops the packet contents.
5.0 SOCIAL
MEDIA
5.1 The contractor shall, when
using social media to communicate with TRICARE beneficiaries, only
use official TRICARE social media platforms.
5.2 The contractor
shall submit topics of interest to DHA Communications for TRICARE
social media channels on an ongoing basis.
5.3 The contractor
shall provide customer service support to DHA Communications to
assist in responding to comments and questions received via social
media.
5.4 The contractor shall answer
comments and questions received via the TRICARE website, social
media platforms, and email within two business hours from receiving
the comment or question from DHA Communications.
5.5 The contractor
shall participate in up to six Government-hosted live events on
TRICARE social media platforms each contract option period.
6.0 BENEFICIARY
OUTREACH
6.1 The contractor shall submit
a written annual plan listing which beneficiary outreach events
it will attend where it discusses the TRICARE benefit or speaks
to TRICARE beneficiaries.
6.2 The contractor shall use a
DHA Communications-approved TRICARE scheme for any conference exhibit booths.
6.3 The contractor
shall provide TRICARE-knowledgeable staff to support DHA Communications
at conference exhibit booths up to six times per year. Conferences
may or may not be within the contractor’s geographical area of responsibility
and are generally one to three calendar days, up to 10 hours per
day.
6.4 The contractor shall respond
to beneficiary inquiries regarding pending significant benefit or
program changes affecting the majority of beneficiaries or plan
members using scripts, responses, or toolkits provided by DHA Communications.
6.4.1 DHA Communications
will provide contractors with the scripts and responses for review
at least 15 calendar days before the Government issues the contract
modification or implementation date.
6.4.2 The contractor
shall, after use of DHA Communications-approved content, submit
a written report on the effect of communication and education efforts
at least 90 calendar days after use of the content was fully implemented.
6.4.3 The contractor
shall provide additional evaluations as required or directed by
DHA Communications.
6.5 The contractor
shall refer beneficiaries to the TRICARE Medicare Eligible Program
(TMEP) contractor when it receives inquiries about the program’s
coverage and eligibility.
7.0 World
Wide Web (WWW)
7.1 The contractor shall only use
https://tricare.mil for
non-secure web communication.
7.1.1 The contractor shall update
https://tricare.mil with
contract-specific information through the Government Content Management
System (CMS).
7.1.2 The contractor shall access
the CMS using a Department of Defense (DoD) Common Access Card (CAC).
7.1.3 DHA Communications
will review and publish contractor CMS entries.
7.2 The contractor
shall design, host, and maintain a secure portal with the look and
feel of
https://tricare.mil. Identified
users - beneficiaries, provider, and Government staff will have
access to resources related to the contractor’s management of the
TRICARE benefit.
7.2.1 The contractor shall submit
portal redesign plans to DHA Communications no later than 90 calendar days
in advance of implementation and testing.
7.2.2 The contractor
shall provide a secure electronic one-on-one messaging feature,
such as an online chat or a text messaging option in its secure
portal for beneficiary customer service.
7.3 The contractor
shall provide customer service support to respond within 30 calendar
days for routine correspondence to comments and questions received
via web and email from either its secure portal, or through DHA
enterprise websites, as appropriate.
7.4 The contractor
shall, by invitation of DHA Communications, participate in up to
six live events each contract option period. These events can include
webinars or live streaming events hosted on TRICARE digital platforms.
8.0 BRANDING
8.1 The contractor
shall use TRICARE brand standards when developing any materials
for beneficiaries and providers. Brand standards are located at
https://tricare.mil/brand.
8.2 The contractor
shall follow laws and regulations related to trademark protection
when using TRICARE logos and marks including using ownership statements.
8.3 The contractor
shall not use its own branding, logos, or marks on materials sent
to TRICARE beneficiaries.
8.4 The contractor shall report
branding violations, by network or non-network providers, to DHA Communications
within one business day after discovery.
9.0 MEDIA RELATIONS
9.1 The contractor
shall email DHA Communications of any media inquiries relating to
TRICARE immediately upon receipt to dha.ncr.comm.cal.dha-media@mail.mil.
9.2 The contractor
shall submit to DHA Communications for approval any proposed media
activities such as responses to inquiries, news releases, press
conferences, publications, and other media events prior to release
of the information.
9.2.1 The contractor shall provide
copies of information provided to the media and a summary of any discussions
to DHA Communications.
9.2.2 The contractor shall speak
to the media only on issues for which it has direct responsibility
and not on issues beyond the scope of the support it provides the
Government.
10.0 REPORTS
AND DELIVERABLES
10.1 The contractor shall share
its list of beneficiary email addresses with DHA Communications
four times a year for messaging directly to beneficiaries. For reporting
requirements, see DD Form 1423, Contract Data Requirements List
(CDRL), located in Section J of the applicable contract.
10.2 The contractor
shall provide written or oral feedback to DHA Communications following
each TRICARE Fundamentals course (or equivalent) to assist in providing
appropriate training materials. For reporting requirements, see
DD Form 1423, CDRL, located in Section J of the applicable contract.
10.3 The contractor
shall report how many pieces from each required mailing of the newsletter(s)
were undeliverable and remove bad addresses from its system, refer
to
paragraph 4.1. For reporting requirements,
see DD Form 1423, CDRL, located in Section J of the applicable contract.
10.4 The contractor
shall report on the number of paper publications distributed, destroyed,
and on hand on a quarterly basis using Government-provided templates.
Details for submission are identified by DD Form 1423, CDRL, located
in Section J of the applicable contract.
10.5 The contractor
shall submit a written annual plan listing which beneficiary outreach
events it will attend where it discusses the TRICARE benefit or
speaks to TRICARE beneficiaries. For plan requirements, see DD Form 1423,
CDRL, located in Section J of the applicable contract.
10.6 The contractor shall analyze
Government beneficiary satisfactory surveys. For survey results
scoring below the national benchmark, the contractor shall develop
an action plan to improve customer satisfaction. A quarterly after
action executive summary report shall be provided to the TRICARE
Health Plan (THP), Managed Care Support Branch Office (MCSBO) outlining
the actions taken and the outcomes of those actions. For reporting requirements,
see DD Form 1423, CDRL, located in Section J of the applicable contract.