Request for Information - Program Executive Office, Defense Healthcare Management Systems End User Services
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 Defense Health Agency (DHA), under the Program Executive Office, Defense Healthcare Management Systems, has issued a Request for Information (RFI) for Enterprise End User Services (EUS). This RFI seeks industry feedback to transition healthcare IT end-user support from a legacy, labor-intensive model to a modern, outcome-based service. The effort aims to unify garrison (DHMSM) and tactical (JOMIS) support, drive efficiencies, and potentially extend to other federal agencies like the U.S. Coast Guard. Responses are due by 11:59 PM on June 25, 2026.
Purpose & Objectives
The Government's core objective is to reduce administrative burden on clinical staff, minimize traditional training, proactively resolve system anomalies, enforce workflow compliance, and deflect routine tickets. This RFI specifically seeks feedback on:
- Refining technical parameters and metrics to align with commercial best practices.
- Determining the optimal acquisition framework (Single Award vs. Multiple Award Contract) for a scalable, multi-agency enterprise.
Scope of Services
The contractor will orchestrate support across 11 distinct User Domains, unified by a centralized governance and shared services model. Key Service Pillars include:
- ITSM Service Desk: Rapid, centralized support with strict Service Level Agreements (SLAs) for incident resolution and First Contact Resolution (FCR).
- Adoption & Training: "Day One Readiness" user journey, rapid intake, provisioning, and targeted training (3-day net onboarding pipeline).
- Disconnected Enablers: Certifying and equipping uniformed "Field Maintainers" for 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.
Key Feedback Areas
Industry is requested to provide input on:
- Operational Integration & Centralized Services: Clarifying operational boundaries and shared-service parameters for lean staffing and accurate pricing.
- SLAs, Metrics, and Incentives: Alignment of proposed SLAs (e.g., 30-minute Tier 1 resolution, 75% FCR) with commercial standards, and effective incentive/disincentive structures.
- Training, Readiness, and Onboarding Timelines: Workflow definitions, baseline competencies, and Government-Furnished Information (GFI) needed for "Day One Readiness" and DIL environment support.
- Outcome-Based PWS & Service Intelligence: Impact of prescriptive checklists on innovation and liability, and data/technical prerequisites for real-time Service Intelligence dashboards.
- Contract Structure & Economies of Scale: Commercial benefits/risks of Single Award vs. MAC, and preference for Prime/Subcontractor teaming or specialized Task Order competition.
- Accountability & Multi-Vendor Integration: Strategies for data sharing, operational boundaries, and transition SLAs in a MAC structure to prevent "finger-pointing."
- Multi-Agency Scalability & Customization: How Single Award (pre-priced CLINs) or MAC (tailored Task Orders) facilitates rapid, secure agency onboarding and structuring multi-agency Experience Level Agreements (XLAs).
Industry Day & Submission
An Industry Day will be held on June 18, 2026, from 0900 – 1100 eastern at 3351 Fairfax Dr, Arlington, VA 22201 (Van Metre Hall, 134, Auditorium, Mason Square). No virtual attendance option is available. Briefing materials and Q&A will be posted within two business days.
RFI responses, limited to 10 pages (Word/PDF) or 20 slides (PowerPoint/PDF), are due by 11:59 PM on June 25, 2026. Submissions should be emailed to katelyn.j.oconnor.civ@health.mil and lacey.n.lockard.civ@health.mil. Proprietary information must be clearly marked, and permission for support contractors (Boston Consulting Group, Swingtide, Andrew Morgan Consulting, Greenlight Analytic, Monterey Consultants) to view it must be stated.
Contract & Timeline
- Type: Request for Information (Special Notice)
- Set-Aside: None specified (market research stage)
- Published: June 5, 2026
- Industry Day: June 18, 2026
- Response Due: June 25, 2026