Request for Information - Program Executive Office, Defense Healthcare Management Systems End User Services

Key Dates

Due Date

Posted Date

Agency & Value

Agency

DEFENSE HEALTH AGENCY

Contract Value

Not provided

Codes & Classification

Solicitation Number

—

NAICS

—

Classification Code

DA01

Additional Details

Set Aside

NONE

Place of Performance

Rosslyn, Virginia, UNITED STATES

SourceSAM

The Defense Health Agency (DHA), under the Department of Defense, has issued a Special Notice as a Request for Information (RFI) regarding the future procurement of Enterprise End User Services (EUS) for the Program Executive Office, Defense Healthcare Management Systems (PEO DHMS). This RFI seeks industry input to inform the strategic acquisition of a modern, outcome-based healthcare IT end user support model, transitioning away from legacy, labor-intensive approaches. The envisioned solution will unify support for both garrison Military Treatment Facilities (MTFs) and tactical operational environments, with the potential for expansion to other federal agencies such as the U.S. Coast Guard. **Purpose and Scope** The primary objective of this procurement is to establish an enterprise vehicle that delivers cost efficiencies, operational synergies, and a seamless user experience across the Defense Health Agency and potentially other federal partners. The Government aims to reduce administrative burdens on clinical staff, minimize reliance on traditional classroom training, proactively resolve system anomalies, enforce workflow compliance, and deflect routine support tickets. The contractor will be responsible for orchestrating support across 11 distinct User Domains, governed centrally and supported by shared services. **Key Service Pillars and Requirements** The anticipated scope is structured around several core service pillars: - **ITSM Service Desk:** Centralized, rapid support with strict Service Level Agreements (SLAs) for incident resolution and high First Contact Resolution (FCR) rates. - **Adoption & Training:** Ensuring "Day One Readiness" for users through streamlined intake, provisioning, and targeted training, with a goal of a 3-day onboarding pipeline. - **Disconnected Enablers:** Certifying and equipping uniformed "Field Maintainers" to provide offline IT support in Disconnected, Intermittent, and Limited (DIL) tactical environments. - **Service Intelligence:** Leveraging cross-platform data (e.g., ServiceNow, LMS, EHR) to visualize user adoption and identify workflow friction points. - **Change Communication & Beneficiary Experience:** Managing transitions and maintaining high satisfaction among both clinical staff and beneficiaries. **Industry Feedback Sought** The RFI specifically requests industry input on: 1. Defining operational integration and centralized services to enable lean staffing and accurate pricing. 2. The appropriateness and cost implications of proposed SLAs and metrics, including experience-level agreements (XLAs) and incentive structures. 3. Workflow definitions, baseline competencies, and Government-Furnished Information (GFI) necessary for effective training and onboarding, especially for DIL environments. 4. The impact of prescriptive requirements on innovation and performance liability, and the technical prerequisites for real-time service intelligence dashboards. 5. The benefits and risks of a Single Award versus Multiple Award Contract (MAC) structure, including considerations for economies of scale, accountability, and multi-vendor integration. 6. Strategies for ensuring seamless data sharing, operational boundaries, and transition SLAs in a multi-vendor environment. 7. Approaches to multi-agency scalability and customization, particularly for agencies with unique cybersecurity and operational requirements. **Acquisition and Contracting Considerations** The Government is evaluating whether to pursue a Single Award or Multiple Award Contract (MAC) structure, with a focus on scalability, cost optimization, risk management, and delivery speed. The contract is expected to be Firm-Fixed-Price, with an emphasis on continuous innovation and outcome-based performance. **Submission Instructions and Event Details** - **RFI Responses:** Due by 11:59 PM on 25 June 2026. Responses should be submitted via email to Katelyn O'Connor ([email protected]) and Lacey Lockard ([email protected]). - **Industry Day:** An in-person industry day will be held on 18 June 2026 from 0900 to 1100 Eastern at Van Metre Hall, Auditorium 134, Mason Square, 3351 Fairfax Dr, Arlington, VA 22201. No pre-registration is required; sign-in will occur upon arrival. There will be no virtual attendance option. Briefing materials and Q&A will be posted within two business days following the event. - **Submission Format:** Responses may be up to 10 pages (Word/PDF) or 20 slides (PowerPoint/PDF), excluding the cover page, with a minimum 10-point font. Submissions must include company information, business size designation under the applicable NAICS code, and permission/rejection for release of proprietary information to identified support contractors. - **Proprietary Information:** Respondents are responsible for marking proprietary or sensitive information. Identified support contractors (Boston Consulting Group, Swingtide, Andrew Morgan Consulting, Greenlight Analytic, Monterey Consultants) are contractually bound to protect such information. **Contracting Entity and Classification** - **Contracting Entity:** Defense Health Agency (DHA), Office, Department of Defense - **Place of Performance:** Rosslyn, Virginia, United States - **Product Service Code:** DA01 (Information Technology and Telecommunications - Business Application/Application Development Support Services) - **Set-Aside:** None specified - **Primary Contact:** Katelyn O'Connor, [email protected], 703-969-1523 - **Secondary Contact:** Sonya Edom, [email protected] **Special Considerations** This RFI is for planning purposes only and does not constitute a solicitation or a commitment to contract. Participation is not mandatory and will not affect eligibility for future procurement activities. The Government will not reimburse costs associated with RFI responses. **Summary for Contractors** This opportunity is well-suited for firms with demonstrated experience in enterprise IT service management, healthcare IT support, outcome-based service delivery, and large-scale onboarding and training. Contractors should be prepared to address both garrison and tactical support environments, leverage data-driven service intelligence, and support multi-agency scalability. The Government is seeking innovative, commercially-aligned solutions that can deliver measurable outcomes, operational efficiencies, and high user satisfaction across a complex, multi-domain healthcare IT landscape. For further details and to access the official notice, visit: [SAM.gov Opportunity ID 1bc5d29e0a374fae811f880045df76e9](https://sam.gov/opp/1bc5d29e0a374fae811f880045df76e9)