Contract for Wounded Soldier and Family Hotline

[RikersIsland1]

Jason, I had a chance to read the architecture's report/recommendation for the Wounded Soldier and Family Hot line, dated after March 07. Compared to what they intended/recommended it to be to what it actually is now, I would expect changes and adjustments/modifications down the road.

maparker, this might interest you.

In commenting on our third recommendation, DOD stated that two programs, the Army Ombudsman Program and the Wounded Soldier and Family Hotline, are available to assist all soldiers (and their families) whether preparing to deploy, deployed, or redeploying. However, we note that the Wounded Soldier and Family Hotline does not constitute a resource independent of the command. Although DOD states that retribution is not tolerated against those using the hotline, we maintain our view that soldiers should be able to turn to a resource independent of the command. With regard to the Ombudsman Program, though it is independent of the command, we continue to assert our view that broad advertisement is needed for soldiers and their families to be made aware of this resource for those soldiers not only returning from deployment, but also prior to and during deployment.

http://www.gao.gov/new.items/d08546.pdf

[Jason]

The Wounded Soldier & Family Hotline is a different program than the contract that Booz Allen is undertaking providing support for the DES Pilot Program. I am really interested in how much "support" they are providing versus the question of if they are involved in making policy. This is a huge issue as far as I am concerned.

But, your post piqued my interest. I have to say, I am more than a little surprised by the Hotline contract. It is a one year contract, with three one year options (for a total of four years possible). The figure for the one year contract: $12,226,770 . I have a hard time understanding why such a contract would cost so much...If the award is as I understand it, this is an almost $50 Million dollar contract if all the options are exercised with the same terms. To run the Hotline? I hope I am missing something, because this seems like a lot of money for this service.
https://www.fbo.gov/index?s=opportun...9c564&_cview=0

The contractor is the Armed Forces Services Corporation. Armed Forces Services Corporation (AFSC) - Veteran Benefits (VA) - Military Retirement - Survivor Benefits (SBP)

[RikersIsland1]

Jason, i understand that it is a different contract. But I expect modification to current DES contract. However, if I piqued your interest, PM for further discussion.

[Jason]

Okay, looks like there was a contract protest and new award for the Wounded Soldier and Family Hotline. It was actually awarded to National Sourcing for $10.2 Million. National Sourcing, Inc. .

According to the article, this is just for staffing and management. This is $850,000 a month.

My head is spinning.

[Jason]

I am going to submit a FOIA request to see what the call volume is for the Hotline. I will post what I find.

[Jason]

It looks like the FOIA request will not be necessary. I found the following:

"During its first year, the hotline staff responded to approximately 12,000 calls regarding 2,700 issues and 6,700 other requests from Wounded Warriors and Family members across the 50 United States, the District of Columbia, Puerto Rico, and other locations as far away as Afghanistan, Iraq, Germany, Korea,
Japan, Philippines, Brussels, Italy, and Kuwait."

http://www.armymedicine.army.mil/med...ol2-issue4.pdf (page 4).

Doing some quick math, at $10.2 Million dollars a year, and 12,000 calls a year, this works out to $850 per call to pay for just the person answering the phone. Further, the 12,000 calls per year works out to roughly 33 calls per day. Remember, this price tag is just for "staffing and management" of the line, it does not cover the cost of the equipment, the phone call itself, advertising, etc. The total cost per call will take more data, but I would not be surprised if it tops out at more than $1000 per call.

The Wounded Soldier and Family Hotline is generally a good idea in my opinion.
My only reservation is that it should not replace good leadership by the Servicemember's commander and NCO support chain. It should be a tool, not a crutch for the command. But if the hotline works to keep some falling through the cracks, then I am all for it. However, I am astonished by the price tag.

Does anyone think this is an appropriate price to pay to answer the phone?

[RikersIsland1]

Jason the yearly amount is 1.7 mil.