About this archived opportunity

Update 18 June: Industry Day Slides have been attached to this posting. An industry day will be held 18 June 2026 from 0900 – 1100 eastern to review the request and respond to questions. No pre-registration is required, you will sign in once you arrive for the event. 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 T

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