End User Services For Defense Healthcare Management Systems

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