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

Quick Summary

The Defense Health Agency (DHA), under the Department of Defense, has issued a Request for Information (RFI) for Program Executive Office, Defense Healthcare Management Systems End User Services. This RFI seeks industry feedback to transition healthcare IT end-user support from a legacy, labor-intensive model to a modern, outcome-based enterprise service. The goal is to unify garrison (DHMSM) and tactical (JOMIS) support, drive cost-efficiencies, and improve user experience. Responses are due June 25, 2026.

Purpose & Scope

The Government is executing a strategic acquisition to modernize its healthcare IT end-user support, aiming to reduce administrative burden on clinical staff, minimize traditional training, proactively resolve system anomalies, and enforce workflow compliance. The effort will orchestrate support across 11 distinct User Domains, unified by centralized governance and shared services. Core Service Pillars include:

• ITSM Service Desk: Rapid, centralized support with strict Service Level Agreements (SLAs).
• Adoption & Training: "Day One Readiness" user journey with rapid intake and targeted training.
• Disconnected Enablers: Certifying "Field Maintainers" for organic, offline IT support in Disconnected, Intermittent, and Limited (DIL) environments.
• Service Intelligence: Ingesting cross-platform data for user adoption visualization and workflow friction identification.
• Change Communication & Beneficiary Experience: Ensuring seamless transitions and high user satisfaction.

The RFI specifically seeks feedback on refining technical parameters/metrics and determining the optimal acquisition framework (Single Award vs. Multiple Award Contract) for a scalable, multi-agency enterprise, potentially including the U.S. Coast Guard.

Key Questions for Industry

The DHA requests feedback on:

• Operational Integration: Clarifying boundaries and shared-service parameters for lean staffing and accurate pricing.
• SLAs, Metrics, and Incentives: Alignment with commercial standards, impact on costs, and effective incentive structures.
• Training, Readiness, and Onboarding Timelines: Defining workflows, baseline competencies, and Government-Furnished Information (GFI) for "Day One Readiness" and DIL environments.
• Outcome-Based PWS & Service Intelligence: Impact of prescriptive checklists on innovation and data/technical prerequisites for real-time Service Intelligence dashboards.
• Acquisition Strategy: Commercial benefits/risks of Single Award vs. MAC, preferred teaming/competition models, accountability in multi-vendor environments, and multi-agency scalability.

Submission Details

• Response Due: June 25, 2026, 11:59 PM Eastern.
• Format: Max 10 pages (Word/PDF) or 20 slides (PPT/PDF), minimum 10-point font (excluding cover page).
• Content: Include company information (Name, address, POC, UEI, CAGE), business size designation (Large/Small under tentative NAICS XXX), specific small business program if applicable, and permission for identified support contractors (Boston Consulting Group, Swingtide, Andrew Morgan Consulting, Greenlight Analytic, Monterey Consultants, INC) to access proprietary information.
• Submission: Email responses to katelyn.j.oconnor.civ@health.mil and lacey.n.lockard.civ@health.mil.
• Industry Day: An Industry Day was held on June 18, 2026, in Arlington, VA. Slides from this event have been attached to the posting.

Important Note

This is an RFI for planning purposes only and does not constitute a solicitation or promise to issue an RFP. The Government will not pay for information submitted. Participation is not mandatory or a prerequisite for future procurement activities.