SAM #ECMA_26-01

Army Solicits Customer Engagement and Digital Services Oversight Solution for ECMA

The U.S. Army Contracting Command – Rock Island, on behalf of the Enterprise Cloud Management Agency (ECMA), is seeking a mature, commercially available solution for Horizon - Customer Engagement and Digital Services Oversight. - Government Buyer: - U.S. Army Contracting Command (ACC) Rock Island, Strategic IT Directorate - OEMs and Vendors: - No specific Original Equipment Manufacturers (OEMs) or vendors are named in the solicitation - Products/Services Requested: - Commercial off-the-shelf (COTS) or low-code/no-code (LCNC) solution for customer engagement, onboarding, governance, and financial operations related to cloud services - Solution must support: - Customer care, onboarding, and lifecycle management for a rapidly growing customer base (currently ~200, expected to double in 3-5 years) - Handling 10-25 monthly service requests and 100-200 concurrent initiatives - Automated cost management, reporting, governance, policy alignment, service brokering, contract management, and compliance - Enhanced customer experience through automation and self-service - Unique/Notable Requirements: - Solution must be highly functional, standards-based, and scalable - Must support a high volume of service requests and initiatives - Emphasis on automation, streamlined processes, and self-service capabilities - All requirements and evaluation criteria are detailed in the attached solicitation document - Estimated contract value: $20M–$25M total, with a base year of $4M–$5M

Description

The Army Contracting Command – Rock Island, on behalf of the office of the Enterprise Cloud Management Agency (ECMA), is seeking innovative solutions for Horizon - Customer Engagement and Digital Services Oversight.

There is a critical need for a mature, commercially available solution to provide a highly functional, standards-based approach to customer engagement, strategy and governance, and business and financial operations. This solution is required to manage a rapidly expanding customer base—currently supporting nearly 200 customers and expected to double in 3-5 years—and a high volume of service requests (100-200 per week). The goal is to enhance the overall customer experience through significant automation and streamlined, self-service processes.

The Call for Solutions document, outlining the full problem statement, required solution attributes, submission requirements, and evaluation phases can be found in the "Attachments" section below.

The deadline to submit questions for Phase 1 is May 18, 2026 at 11:00 AM CDT.

The following shall be utilized in the email subject line: "Call for Solution - ECMA_26-01"

The Army Open Solicitation (AOS) that this Call for Solution is associated with can be found at: https://sam.gov/workspace/contract/opp/e11610d69924435c8f893b4b8f81cc1f/view

Please review the AOS posting and associated attachments, in addition to the attachment to this call, for further information on how the AOS is structured.

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Revised 5/14/20226 to correct typo on Solution Briefs page count and decrease font size from 14-point Times New Roman font to 12-point Times New Roman font Additional Links:ARMY OPEN SOLICITATION (AOS)

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