SAM #85987732104549549c581cbe370ff410

RFI for Enterprise End User Services for Defense Healthcare Management Systems

This opportunity is a Request for Information (RFI) from the Defense Health Agency (DHA) for future procurement of Enterprise End User Services (EUS) supporting healthcare IT environments. - The DHA seeks to modernize end user IT support for both garrison Military Treatment Facilities and tactical operational environments. - The contractor will deliver services across 11 User Domains, including: - Centralized ITSM Service Desk - Adoption and Training - Disconnected Enablers (offline support for field maintainers) - Service Intelligence - Change Communication and Beneficiary Experience - Strict Service Level Agreements (SLAs) are required for incident resolution and onboarding timelines. - The government is considering outcome-based Performance Work Statements (PWS) and evaluating contract structure (Single Award vs. Multiple Award). - The solution must support disconnected, intermittent, and limited (DIL) tactical environments. - Input is requested on technical parameters, metrics, operational integration, training, onboarding, and scalability to other agencies (e.g., U.S. Coast Guard). - No specific OEMs, products, or part numbers are listed; the requirement is for comprehensive IT end user support services. - Several consulting firms are listed for proprietary information handling, not as service providers. - No product line items are specified; only service requirements are outlined.

Description

An industry day will be held 18 June 2026 from 0900 – 1100 eastern to review the request and respond to questions.

Location:  

3351 Fairfax Dr, Arlington, VA 22201

Van Metre Hall, 134, Auditorium, Mason Square

RFI Responses due: 11:59 PM on 25 June 2026.

Request for Information (RFI): Enterprise End User Services (EUS) 

PART 1: Executive Summary & Objective

Bottom Line Up Front (BLUF): The Government is executing a strategic acquisition to transition its healthcare IT end user support from a legacy, labor-intensive model to a modern outcome-based service. This effort includes garrison Military Treatment Facility (MTF) support (DHMSM) and tactical operational support (JOMIS) under an enterprise vehicle to drive cost-efficiencies, operational synergies, and a unified user experience. Furthermore, the Government anticipates that other federal agencies, such as the U.S. Coast Guard (USCG), may leverage this enterprise vehicle.

Core Operational Strategy: The Government intends to reduce the administrative burden on clinical staff, eliminate or minimize traditional classroom training, proactively identify and resolve system anomalies before they impact the end-user, enforce workflow compliance, and deflect routine tickets.

Scope & Service Pillars: The contractor will be responsible for orchestrating support across 11 distinct User Domains, unified by a centralized governance and shared services model. The effort is structured around core Service Pillars:

ITSM Service Desk: Providing rapid, centralized support with strict Service Level Agreements (SLAs) for incident resolution and First Contact Resolution (FCR). Adoption & Training: Guaranteeing a "Day One Readiness" user journey by orchestrating rapid intake, provisioning, and targeted training (targeting a 3-day net onboarding pipeline). Disconnected Enablers: Certifying and equipping uniformed "Field Maintainers" to provide organic, offline IT support in Disconnected, Intermittent, and Limited (DIL) tactical environments. Service Intelligence: Ingesting cross-platform data (ServiceNow, LMS, EHR) to visualize user adoption and identify workflow friction. Change Communication & Beneficiary Experience: Ensuring seamless transitions and high user satisfaction across both clinical staff and the beneficiary population.

Purpose of this RFI: The Government is seeking industry feedback in two primary areas:

Refining the technical parameters and metrics to ensure they are clear, achievable, and aligned with the best commercial practices. Determining the optimal acquisition framework—specifically evaluating the benefits and risks of a Single Award contract versus a Multiple Award Contract (MAC)—to support a scalable, multi-agency enterprise.

PART 2: Requirements Clarification & Refinement

The Government requests industry feedback on how to best define the following anticipated requirements in an upcoming solicitation to ensure accurate industry scoping and pricing:

1. Operational Integration & Centralized Services: The Government envisions combining garrison (DHMSM) and tactical (JOMIS) support using centralized shared services (e.g., Tier 0 automation, Service Intelligence). What specific operational boundaries and shared-service parameters should be clarified in the solicitation to allow industry to propose lean staffing models and price the integration accurately without assuming excessive performance risk?

2. SLAs, Metrics, and Incentives: The Government is considering strict SLAs (e.g., 30-minute Tier 1 resolution, 75% FCR). Do these align with commercial standards, or do they inadvertently inflate costs? What are the top three performance-based Experience Level Agreements (XLAs) your firm tracks commercially? Additionally, how should the Government structure incentives and disincentives to drive positive behavior and ROI, and what specific metrics have you seen cause adverse relationships or inflated pricing?

3. Training, Readiness, and Onboarding Timelines: To achieve a "Day One Readiness" capability (via a 3-day Net Onboarding SLA) and successfully equip uniformed "Field Maintainers" for Disconnected, Intermittent, and Limited (DIL) environments, what specific workflow definitions, baseline competencies, and Government-Furnished Information (GFI) must be explicitly detailed in the solicitation?

4. Outcome-Based PWS & Service Intelligence: The Government intends to utilize an outcome-based Performance Work Statement (PWS). How do highly prescriptive "how-to" checklists impact your firm's ability to innovate and assume performance liability? Furthermore, what data or technical prerequisites are required from the Government to enable near real-time Service Intelligence dashboards that track enterprise user adoption?

PART 3: Acquisition & Contracting Strategy

The Government is actively evaluating whether to execute this requirement as a Single Award contract or a Multiple Award Contract (MAC). Responses to the following questions will directly inform the final acquisition strategy:

5. Contract Structure & Economies of Scale: Considering the diverse operational tempos (clinical MTF, tactical DIL) and the expectation for continuous innovation under a Firm-Fixed-Price model, what are the primary commercial benefits and risks of a Single Award versus a MAC? Does industry prefer to address this breadth through robust Prime/Subcontractor teaming (Single Award) or specialized Task Order competition (MAC) to optimize cost, risk, and delivery speed and why?

6. Accountability & Multi-Vendor Integration: The Government intends to utilize end-to-end XLAs (e.g., the 3-day onboarding pipeline). If a MAC structure is utilized, how can the Government define data-sharing mandates, operational boundaries, and transition SLAs to prevent "finger-pointing," avoid duplicated overhead costs, and ensure seamless "warm handoffs" between different prime contractors?

7. Multi-Agency Scalability & Customization: Other federal agencies (e.g., USCG) with distinct cybersecurity architectures and unique tactical environments (e.g., maritime DIL) may leverage this vehicle. Does a Single Award (utilizing pre-priced Enterprise CLINs) or a MAC (utilizing tailored Task Orders) better facilitate rapid, secure agency onboarding? How should multi-agency XLAs be structured to adapt to different agency baselines while maintaining a unified standard of care?

PART 4: Submission Instructions

Proprietary information may be submitted; however, RFI respondents are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. If a submission is marked, it will be protected from disclosure outside of Government personnel, unless permission is granted for Government support contractors to view the material.

The following companies and individual employees are bound contractually by Organizational Conflict of Interest and disclosure clauses with respect to proprietary information, and they will take all reasonable action necessary to preclude unauthorized use or disclosure of an RFI respondent’s proprietary data. RFI responses MUST clearly state whether permission is granted allowing the support contractors identified below access to any proprietary information.

Boston Consulting Group (BCG) Swingtide Andrew Morgan Consulting, LLC Greenlight Analytic, LLC Monterey Consultants, INC

This RFI is not a solicitation. This RFI is for planning purposes only. It does not constitute an RFP or a promise to issue an RFP in the future. This RFI does not commit the Government to contract for any supply or service whatsoever. Further, the Government is not seeking proposals at this time and will not accept unsolicited proposals. Respondents are advised that the Government will not pay for any information or administrative costs incurred in response to this RFI. All costs associated with responding to this RFI will be solely at the responding party’s expense. Participation is not mandatory or required; participation or response to this RFI is not a prerequisite for any future procurement activities.

Submission Cover Page:

Company Information: Name, address, telephone number, point of contact name(s), email address(es), UEI and CAGE code. Business Size Designation: Under the tentative North American Industry Classification System (NAICS) Code XXX (Support Services), the SBA Small Business size standard is $XXMillion in average annual revenue. Under this specific code and threshold, does your firm qualify as a Large Business or a Small Business? If the answer to the above questions is ‘Small Business’, please identify your company’s specific small business program. Permission/ rejection of release or proprietary information to identified contractors.

Response:

Word/PDF: provide no more than 10 pages that cover all questions. Please use a minimum of 10-point font. (excludes the cover page) Power Point/ PDF: provide no more than 20 slides that cover all questions. Please use a minimum of 10-point font. (excludes the cover page) Response due 11:59 PM on 25 June 2026. Provide responses via email to: katelyn.j.oconnor.civ@health.mil lacey.n.lockard.civ@health.mil

An industry day will be held 18 June 2026 from 0900 – 1100 eastern to review the request and respond to questions.

Location:  

3351 Fairfax Dr, Arlington, VA 22201

Van Metre Hall, 134, Auditorium, Mason Square

There will be no virtual attendance option available. Briefing material, questions and answers provided during the event will be posted within 2 business days of the event.

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