Freshworks Licenses, Implementation, and Maintenance
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The American Battle Monuments Commission (ABMC) has issued a Combined Synopsis/Solicitation (RFQ 337372) for Freshworks Licenses, Implementation, and Maintenance. This opportunity seeks a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform, or equal, to replace its existing ITSM solution. The solution must standardize customer and enterprise case management capabilities across the agency. Quotes are due by Friday, July 10, 2026.
Purpose
ABMC aims to procure Freshworks licenses, implementation, and maintenance services to establish an integrated, enterprise-wide platform. This platform will support approximately 550 internal users and designated agents, public media, and historical service inquiries, enabling consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control.
Scope of Work
The requirement is for a brand name, or equal, Freshworks platform. The Performance Work Statement (PWS) outlines a phased acquisition structure via Contract Line Item Numbers (CLINs):
- CLIN 0001: Freshworks software licenses (base year + four option years).
- CLIN 0002: Foundational implementation, including ITSM configuration, migration from ManageEngine, and initial departmental workflows (IT, HR, Historical Services, Public Affairs).
- CLIN 0003: Expansion to additional departments (Operations, Finance, Administration, Collections) and global sites.
- CLIN 0004: Optimization, enterprise standardization, and additional workflow deployment.
- CLIN 0005 (Optional): Freddy AI licensing.
- CLIN 0006 (Optional): Additional consulting and configuration services.
- CLIN 0007: Operations and maintenance support.
Key activities include platform configuration, data migration (with a target of 99.5% accuracy), identity integration with Microsoft Entra ID, workflow setup, training, and deployment support.
Contract & Timeline
- Type: Request for Quotation (RFQ 337372) - Combined Synopsis/Solicitation.
- Duration: Base year plus four option years for licenses and O&M.
- Set-Aside: This acquisition is not set-aside for small business concerns.
- Brand Name: "Freshworks platform, or equal."
- Questions Due: Tuesday, June 23, 2026 (end of day). Bidders should use the provided "Questions and Answers Template.xlsx" for formal submissions.
- Quotes Due: Friday, July 10, 2026 (end of day) to youngj.ctr@abmc.gov.
- Published Date: June 16, 2026.
Special Requirements
- Integration: Must integrate with Microsoft 365 E5 and Microsoft Entra ID.
- Security: Adherence to federal cybersecurity, identity governance, and audit requirements.
- Personnel: Key Personnel must be U.S.-based for configuration work, possess experience with Freshservice/Freshworks in federal environments, and obtain suitability/clearance within two weeks of kickoff.
- Work Environment: All work is to be performed remotely using ABMC-approved tools. No changes to production systems without ABMC Change Control Board authorization.
- Data: Stored and processed within the authorized Freshworks cloud environment.
- Accessibility: All training materials and deliverables must comply with Section 508 accessibility requirements.
- Place of Performance: ABMC operates globally, with staff in Arlington, VA; Paris, France; and overseas, supporting 26 cemeteries and numerous memorials across 17 countries.