1.0 EDUCATION REQUIREMENTS FOR
GOVERNMENT PERSONNEL
1.1 Regional
Training
1.1.1 The contractor shall conduct
one, three-day TRICARE training course each quarter covering all
aspects of the program including, but not limited to, TRICARE, TRICARE
Overseas, and TRICARE dual eligibles. The location of the course
shall be within the geographical area of responsibility; the location
will change each quarter to allow maximum participation by Government
personnel who require an in-depth understanding of TRICARE to successfully
accomplish their assigned duties.
1.1.2 The contractor
shall follow the Government-provided training material in delivering
the course. The Government will provide all handouts for the course.
Government furnished facilities may be provided if determined by
the Government to be in the best interest of the Government.
1.1.3 The contractor
shall provide written feedback to the Government following each
course to assist the Government in providing appropriate training
materials. The feedback shall include any errors in the Government provided
materials, any major issues, or recommendations for improvements
to the training course.
1.1.4 The Government Designated Authority
(GDA) will provide oversight of the training.
1.2 Reserve/National Guard Unit
Support, Training, and Education
The contractor shall provide
customer service support hours focusing on National Guard/Reserve
using Government-provided materials. The time will be allotted at
the discretion of the GDA and will be paid through a cost-reimbursable
Contract Line Item (CLIN). For reporting requirements, see DD Form
1423, Contract Data Requirements List (CDRL), located in Section
J of the applicable contract.
2.0 CUSTOMER
SERVICE SUPPORT, TRAINING, AND EDUCATION
The contractor shall provide
customer service support hours to be used at the discretion of the
GDA, using Government-provided materials. The time will be allotted
at the discretion of the GDA and will be paid through a cost-reimbursable
CLIN. Examples of possible uses of this time include in-processing
briefings or enrollments, TRICARE briefings, and specialty briefings
on specific components of TRICARE or focused to a specific subset
of TRICARE beneficiaries. For reporting requirements, see DD Form
1423, CDRL, located in Section J of the applicable contract.
3.0 EDUCATION
FOR NON-GOVERNMENT PERSONNEL
3.1 The contractor shall provide
one, one-hour briefing, followed by a question and answer session
as directed in
paragraph 2.0.
3.2 The contractor
shall advertise briefing details to include time and location through
base publications, local fraternal organizations, and flyers posted
throughout the installation, or other contemporary avenues for notifying
interested parties. Audiences include but are not limited to: Ombudsmen,
support groups, obstetrical patients, retiree groups, parent groups,
or dual eligible. Whenever possible, such training will be live-streamed
on the Internet with the ability for virtual attendees to ask questions
and recorded for future on-line viewing.
4.0 WORLD
WIDE WEB (WWW)
The contractor
shall provide a website for beneficiaries to access information
specific to the contractor’s management of the TRICARE benefit.
4.1 The website
shall not merely duplicate beneficiary information contained on
the TRICARE website (
http://www.tricare.mil).
Information posted on the contractor’s website shall reflect the
“look and feel” of the TRICARE website (
http://www.tricare.mil),
and shall be appropriately linked to information on that site.
4.2 The web-site
shall include webinars and recorded training that is similar to
in-person training provided by the contractors designed for those
who cannot attend a training in-person.
4.3 The contractor
shall not contain information that will substitute for written or
telephonic communication with the beneficiary if those communication
tools are in the best interest of the beneficiary on the website.
5.0 BENEFICIARY
EMAIL
The contractor
may elect to communicate with beneficiaries via email. All beneficiary
communications must be in accordance with Health Insurance Portability
and Accountability Act (HIPAA) and the Privacy Act, and may not substitute
for telephone or written communications if those are in the best
interest of the beneficiary.
6.0 EXCLUSIONS
6.1 Use of
the TRICARE trademarks, logo, brand, name, or any aggregate Government
or personal TRICARE data collected as a TRICARE contractor to explicitly
promote non-TRICARE related products and services to TRICARE beneficiaries
is prohibited.
6.2 The contractor may state their
TRICARE contractor status in company marketing and promotional activities
as long as United States (US) Government, Military Health System
(MHS), or Defense Health Agency (DHA) endorsement of the contractor
is not implied.
7.0 CUSTOMER
SERVICE BY Service ASSIST Teams (SAT
s)
The contractor shall deploy
mobile SATs within seven calendar days’ notice by the Contracting
Officer (CO) to provide TRICARE program information and customer
service functions to disaster areas or any other areas deemed necessary
by the appropriate GDA. A contract modification will be issued by
the CO defining the requirements for each SAT.